EXPERIENCE DIRECTOR
At UBIQ we are always daring to be different, and that doesn’t stop at our creative work! Our Experience team is dynamic, fun, and energetic, and we’re always striving to provide an outstanding client experience.
A focus on genuine client satisfaction is at the heart of everything we do, and it is this, combined with our data-driven design approach and pioneering Digital Experience Platform, makes us truly different from other offerings in the marketplace.
As UBIQ continues to grow, we are seeking a motivated, detail-oriented Experience Director to join our team and manage a portfolio of exciting clients, helping to develop and secure UBIQ’s position as the provider of choice for schools that want to do things differently.
You will be responsible for:
* Managing a portfolio of private school clients from launch throughout their contract with us.
* Being the primary point of contact for your portfolio of clients; guiding them throughout - from support and training on our platform, providing reports and recommendations, to helping them deliver top-level strategic marketing objectives, effectively managing stakeholder expectations, and developing positive client relationships.
* Supporting the clients day-to-day on the platform by developing a strong working knowledge of UBIQ’s CMS (Content Management System) ‘AMAIS’ to understand system capabilities and make edits to websites.
* Working with the other Experience Directors to manage the Support Desk, ticket volumes and responses.
* Identifying software gaps that the client may have to develop opportunities for upsell.
* Developing strategies for contract renewal.
* Continual risk management and mitigation throughout the client lifecycle.
* Scope management and ensuring contractual obligations are fulfilled.
* Supporting quality assurance of deliverables.
* Maintaining up-to-date project notes and documentation on internal systems.
* Working closely with internal teams to ensure team members are fully briefed on any requirements and deadlines.
* Frequent reporting to the Director of Data Analysis & Strategy on issues and client development.
Qualities we are looking for:
* Highly personable individual who works well within a team.
* Clear communicator; highly articulate, both written and verbal
* Fast learner with the ability to work across multiple software platforms and quickly adapt to process changes.
* Extremely high attention to detail.
* Ability to think on feet and use sound judgement within the parameters of company processes.
* Outstanding ability to build strong client relationships and generate positive referrals.
* Ability to solve problems in challenging situations, whilst keeping the customer experience at the forefront.
* Exceptional time management and organisational skills; able to effectively prioritise and handle multiple projects simultaneously to ensure deadlines are met.
* Self-reflective, able to take on feedback with the desire to develop professionally and support UBIQ’s Project Management department.
Application requirements:
* Minimum of 5 years’ experience in Support, Project Management or closely related customer-facing service delivery roles.
* Minimum of 3 years’ experience in web/digital/software environment.
* Demonstrated history of building and maintaining positive client relationships.
* Experience in managing internal delivery teams/contributors.
* Alignment with UBIQ’s company vision to be an outstanding provider of digital marketing services within the sector.
* (Desirable) Experience in working within the Education Sector.
Key information:
* Projects may be based across different time zones, depending on your and the client's location. We are open to looking at candidates from the UK, US, International and Middle East.
* Unlimited holidays.