Customer Experience Manager
Reports to: Head of Brand & Lead Generation
Based: Canary Wharf / Uxbridge
Flexible working: 3-4 days office and 1-2 home depending on meetings - but must be flexible
Salary £competitive + bens package
Other key relationships: Marketing Director, Operations Directors, Heads of, Marketing team, Sales team consultants, global teams and external suppliers
Key aim:
- To drive positive candidate experience across our brands, improving loyalty and redeployment.
A fantastic opportunity to join a global market leader as a Customer Experience Manager. What are we really looking for?
- A strong B2C Marketer to come in and take the lead in this role
- Experience working with data surveys and problem solving
- Strong written communication skills / Copy-writing experience / Creative
- Stakeholder management
Person profile:
A role for an experienced B2C marketing experience professional:
- Creative and commercially minded
- Capable of adding strategic guidance
- Able to regularly deliver positive momentum and progress
- Ability to present to senior stakeholders
- Strong written communication skills
- Strong planning and organisational skills
- Team player with ability to stand alone
- Ability to form strong and effective working relationships with people at all levels across the organisation
- Confident, resourceful and a "can do" attitude
- Ability to work in a fast-moving and changing environment where challenge is the norm and issues widely varied.
Responsibilities:
- Drive improved levels of associate re-deployment
- Develop associate loyalty programmes
- Implement candidate/associate eCRM
- Provide the operation with candidate value-add materials and tools including supply side market intelligence
- Support the automation of candidate care/life cycle
- Deploy improved candidate referral scheme
- Put in place disappointment management (silver medallist)
- Support attraction and media with assessment tools to improve suitability of applicants e.g. self-serve, killer questions
- Build talent pools and alumni for key skills
- Deliver candidate facing thought leadership and content
- Through team (and in conjunction with digital) co-ordinate candidate facing social media channels
- Work in conjunction with the digital team to drive the performance of our candidate facing websites
- Lead the NPS programme across Group
- Support MyPath initiatives
- Support the content team with the development of seasonal and theme-based candidate campaigns and assets
- Lead on the marketing of candidate-based initiatives e.g. Driver Academy
- Co-ordinate any B2C European or Global candidate facing marketing campaigns