Senior Client Customer Services Manager

1 month ago


Feltham Greater London, United Kingdom TJC Full time

The Customer Happiness and Engagement Manager at TJC & Ideal World is at the heart of our mission to provide Unreasonable Hospitality. This role is essential for crafting exceptional customer experiences and managing digital engagement platforms like our VIP closed Facebook community and TJC Reels project on our website.

Implement creative strategies to surprise and delight customers, including exclusive offers and personalized communications. Regularly ideate with the team to develop scalable, boundary-pushing customer service initiatives aligned with business goals.

· Develop systems to collect and analyze customer feedback from various channels, using insights for continuous service improvement. Conduct regular training to embed the principles of Unreasonable Hospitality among all customer-facing staff. Maintain a comprehensive guide with case studies and examples to standardize exemplary service.

· Integrate the ethos of exceeding customer expectations into all company policies and interactions. Promote a culture that celebrates and rewards innovative customer service, using success stories to motivate staff.

VIP Community Management
 
· Lead the management and growth of the TJC VIP closed Facebook community.
· Engage members with regular updates, exclusive offers, and interactive content to build a loyal and active community.
· Analyse engagement metrics to refine and optimise community interactions.

TJC Reels Project Management:
 
· Oversee the strategic planning and execution of content for TJC Reels on the website.
· Collaborate with the marketing and content teams to develop compelling video content that engages viewers and promotes the TJC brand.
· Measure and report on the success of content initiatives, using data to drive future content strategies.


Lead the collection and analysis of customer feedback from various channels to identify trends and improvement areas.

· Prepare concise reports with actionable insights for senior management, guiding strategic decisions across departments.

· Performance Analysis:
 
· Proven track record in customer service, community management, or a related field.
· Exceptional leadership and communication skills, capable of nurturing a team and community.
· Creativity and strategic thinking in developing engagement activities and content.
· Proficient in digital marketing tools and platforms, with a strong understanding of social media dynamics.


Pension Scheme
• Medicash Health Plan
• Life Insurance
• EAP (Employee Assistance Program)
• Free breakfast, fruits and energy bars (for London office)
• Free Parking Space
• Employee Discounts
• Employee Referral Program
 
• Cycle to work scheme.
• Reporting:  Head of Customer Experience



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