CLOSING DATE: Tuesday 10th March
LOCATION: Dunfermline Music Institute
INTERVIEW DATE: Monday 16th March
To manage, grow and develop the company’s digital marketing channels, whilst delivering a seamless customer experience across all stages and touchpoints. Deliver and implement strategies to improve customer experience and monitor, evaluate and report on performance.
Requirements
Degree in relevant area to the role and a commitment to be ahead of the industry’s developments and technologies.
Current UK Driving License.
Before confirming appointment, you will be required to obtain a Level 1 Disclosure certificate through Disclosure Scotland.
Responsibilities
* Managing full end-to-end Customer Lifecycle; develop and execute strategies to engage customers throughout their lifecycle, from acquisition to retention, advocacy and create the model for the Sales and Customer Services Team to deliver.
* Lead on digital marketing strategy, overseeing all digital channels including CMS, SMS, social media, digital content/creative marketing, testimonial/review platforms and business directory listings.
* Lead on the overall customer experience strategy, echoing the voice of the customer through both online and offline channels to improve FSLT proposition.
* Detail, review and enhance the customer journey across all products and services (digital and in-person) enabling managers and leads to improve the customer experience at all stages.
* Work closely with Marketing, Communications, Sales Team Leads, Operations team, Business Support team and Commercial Team to identify and implement initiatives to improve customer activation, onboarding and retention.
* Lead all customer experience and satisfaction research and surveys, reinforcing a customer voice and feedback culture in FSLT.
* Oversee, lead and manage the mystery shopping programme and implement robust processes to implement improvement recommendations.
* Create and implement a range of quality assurance checks to ensure agreed standards are maintained and improved.
* Liaise with the business function across FSLT to plan digital marketing campaigns, including web, SEO/PPC, email, social media, and display advertising.
* Engage with the Marketing, Communications and Sales Manager to create targets and KPI metrics to measure performance across all digital channels.
* Monitor and analyse customer conversations and interactions via social listening techniques, and report on CX metrics/Net Promoter Score; build and understand clear CX Metrics, including NPS, Customer Satisfaction, Survey data and Customer Effort Score.
* Work with the Communications and PR Lead and any external agencies to always adopt SEO best practice.
* Measure, monitor and report to the Marketing, Communication & Sales Manager on digital marketing campaigns and channel performance; oversee the collection, analysis, and manipulation of customer data to enhance customer segmentation, profiling, and targeting for effective marketing campaigns.
* Horizon scan for digital and communications methods and designs in the market to enable a culture of continuous improvement.
The Individual
* Significant experience of a digital and customer environment, ideally within the sport and leisure industry.
* Highly developed written and oral communication skills.
* Significant experience in dealing with a wide range of external customers, internal customers and stakeholders.
* Significant experience of working within a busy marketing, communications, and sales environment.
* Significant experience of delivery customer satisfaction and market research activity and creating reports and making recommendations.
* Significant experience in setting and prioritising objectives, responding under pressure, and managing challenging deadlines.
* Significant experience in managing multiple digital channels including social media, email platforms, and back-end CMS applications like WordPress.
* Highly Developed skill in generating effective teamwork with the ability to influence, persuade and negotiate.
* Significant experience of operating in a target environment.
* Significant experience of analysing and reporting on customer data to drive informed decision making.
* Understanding of competitor landscape and experience of undertaking competitor audits.
* Developed Leadership skills.
* Developed Stakeholder engagement skills.
* Highly developed IT Applications / Social Media / Comms etc.
* Developed Project Management skills.
* Detailed understanding of customer journey and marketing initiatives to grow and enhance business.
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