Executive Director

4 weeks ago

Runcorn Cheshire, United Kingdom Protein Works Full time

Out of a freezing cold office (because we couldn’t afford heating back then), After a year of working round the clock and a lifetime of tempering the thirst to create a world class brand, we pressed LAUNCH. website went live to the world.
There’re no garages worked out of, no office in the Bay Area to talk up. But fancy isn’t in our DNA, innovation is. With the idea to rock the very foundations of a sports nutrition industry that had become stagnant, we set out to create a health and fitness brand that put pure quality & wow service before the lowest possible price. German Customer Experience Executive


You’ll impact the growth of the business by increasing our new customer numbers and heavily impacting our retention rates, creating an organic impact that supercharges our word of mouth marketing, brand loyalty and advocacy.
Your commercial eye will look to hit your targets as efficiently as possible for the business and your creative flair will look to do this as impactfully as possible for our customers as they experience our brand through the touch points you control. As such you’ll be challenged to manage your commercials and the brand in all aspects of your role.
You’ll be part of team of 6, with your colleagues executing the same strategy, with a language asset that differs to yours. Your team forms part of a wider team called ‘The Nerve Centre’ which sits within the wider Sales & Marketing Team and is the place where we are the custodians of customer experience and emotion. Whilst you’ll be a number and target driven person and your understanding of brand management and focus on the customer will be a key driver in the way you manage our brand proposition with integrity and passionate focus on the customers perception and experience.


Immediate Responsibilities and Hot Projects


Be actively involved in driving change from a service based to experience-based approach to Customer Management
Take on the implementation of core KPIs to measure our effectiveness in executing our new Wow strategy

Deliver personalised advice reactively and proactively to our customers through various communication methods, such as phone calls, live chat, email and social media
Manage real-time Social Media DMs, helping to build our communities and deliver a real time, personalised experience to our customers
Handle operational elements of our customer’s experience with the brand including order and delivery queries
Constant management & delivery of key performance targets
Work closely with the wider marketing team to deliver personal and on brand experience to our customers
Ensure the brand is represented to the highest possible degree in all interactions, posts, engagements across all countries at all times

Creative and lover of brands
Passionate about service, helping people and getting a kick on the extra mile
You have high standards for quality of delivery from yourself and from others
You are great at building positive, productive relationships
You are a highly motivated self-starter with a flexible, can-do attitude
Language capabilities and high standard of written and spoken German
Customer service or sales experience – we need to see you can handle people effectively
Creative, high energy, innovative, proactive and resourceful individual ready to take on a challenge
Passion for health, fitness and training

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