Major Recruitment Oldbury are delighted to be recruiting for our exclusive Edgbaston based client who are seeking a Head of Customer Service Experience to work on a 9-12 month fixed term contract. This is a crucial and varied role within the organisation with three direct reports.
The role is a mixture of marketing, communications, customer service and management.
Duties and tasks will include:
* Undertake key research to include member profiling, segmentation (personas) and satisfaction, competitor research, industry sector, marketing and brand experience
* Work with Chief Executive, Board and SMT to deliver, review and refine the companies strategic plan and that customers have exceptional experiences
* Develop, implement and monitor the companies marketing plans to include brand awareness, member recruitment, retention and member and digital experience
* Develop, implement and monitor the companies communication strategy to include member communications and engagement, the companies online presence (website & social media), digital communications, the Web App and traditional PR, liaising with external agencies as appropriate
* Lead the team responsible for member recruitment, experience, retention and promotion, setting individual performance development plans and monitoring performance.
* Propose and control the annual experience team budget.
* To produce monthly executive reports on all activity, targets and return on investment.
* To provide briefing reports to the Board, including an annual review of renewals, as required
Candidates welcome to apply for the role will have the following experience and qualifications:
➢ Education to degree level in Marketing and/or Communications degree (or Chartered Institute of Marketing equivalent)
➢ Minimum of 5 years experience of working in a communications role
➢ Sound grasp of using a range of databases, CRM, CMS systems for websites and up to date knowledge of digital and social media marketing techniques
➢ Excellent copywriting and proofreading skills
➢ Ability to analyse data and process
➢ Ability to think creatively
➢ Target and deadline-driven and motivated by completion of tasks
➢ Good time management, budget management and organisational skills and the ability to manage multiple activities and projects simultaneously
➢ Experience of liaising and managing agencies
➢ IT skills in Powerpoint, Word, Excel, Adobe Photoshop
➢ Excellent attention to detail
➢ Ability to work as a member of a team and to motivate others
➢ A flexible approach to working hours
➢ Promoting major sporting/leisure events
➢ Membership sales within a members' organisation
➢ Media relations
Excellent benefits package including on site parking, gym membership, discounted meals and much more
INDLS