Customer Engagement Manager
7 days ago
CUSTOMER ENGAGEMENT MANAGER
Noble Panacea is a new revolutionary skincare brand founded by Nobel Laureate Sir Fraser Stoddart and launched in October 2019.
We are looking for a Customer Engagement Manager, to lead all engagement and retention activity.
Location :
LondonnEmployment Status:
Full time, permanentnTravel:
10% of the timenReports To:
Digital Director
Duties and Responsibilities Include:
nYou will be responsible for developing and executing strategies to enhance digital customer engagement, reach, satisfaction, and loyalty.nYou will marshal a global digital calendar of activity and acts as the lens through which all our customer facing communications and services will pass, acting at the intersection of digital, marketing, brand and customer.nYou will act as the Voice of the Customer in the business, always acting with the end consumer in mind, critically thinking and analyzing how our digital brand experience, messaging and services will resonate with her.nLeading the vision for our social media planning and execution, supporting the delivery of best in class content and leading our influencer programs, to grow reach, engagement and sales.nSpotting trends, opportunities, new digital and social channels to grow reach and engagement.
Staying on top of latest trends and developments in the beauty space is crucial to this role.nSimultaneously define and lead the engagement and retention strategy, linking together the higher LTV (please define LTV) driving activity, whilst also growing wider pools of less engaged customers (e.g.
followers) and converting to customers.nLead programs of CRM based activity to drive more repeat purchase, more loyalty.nOversee the newsletter /email marketing strategy, cadence and education per geographynDeliver a customer care, VIP concierge style service to our most valued customers.nIdentify relevant technology, CRM solutions and services to increase repeat purchase and LTV.nResponsible for weekly and monthly reporting on all key metrics relation to engagement and retention.nLead and participate in strategically important projects, such as launching in new markets or implementing new services that improve the customer experience.nThis roles reports to the Digital Director, with direct reports; CRM Specialist, Social Media Specialist, Skincare Concierge Lead (Customer care team).
Education & Experience:
nBachelors Degree or equivalent.
A Master's degree would be a plus.n5-10 years of experience, either brand or agency side, with strong leadership case studies in one of the following disciplines: CRM / email marketing, social media, customer experience management, or customer service.nMust have led one of these disciplines and can show demonstrable evidence of success.nRelevant brand experience in luxury and or beauty.
We are open to leaders with other relevant category experience.Skills & Requirements:
nYou will be a social media super star, with a core competency in this channel, paid and organic.nMust know what good looks like when it comes to best in class aligned communication and brand messaging, across multiple channels, paid and owned.nMust be able to navigate a global organization, working with multiple stakeholders and agency partners to deliver creative assets and content that performs.nHands on leadership style, must be as much a 'doer' as an 'orchestrator.
Must know their way around the systems and tools required to get the job done, be able to dive in, whilst also shaping long term plans and creating the right conditions for success.nStrategic, methodical, thorough and reflective with ability to shape a clear and compelling narrative and think outside the box to solve problems in the most effective way.nPresentation excellence with confidence, credibility, authority and clarity.nFacilitation to lead meetings and situations, draw information from stakeholders, and dig beneath the surface to determine pain points, requirements and solutions for our customers.nCommercially aware, acts with a sense of urgency, without compromising quality, care and attention to detail.nData driven, strength in analyzing performance reports, business data and trends.
Able to make recommendations and business cases as a result.-
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