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Customer Happiness and Engagement Manager

4 months ago

Feltham, United Kingdom TJC Full time

Role Intro


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.


Key Responsibilities


Customer Happiness Strategy (Unreasonable Hospitality):


·       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. Maintain an active feedback loop to enhance customer transparency and trust.


·       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.



Voice of the Customer (VoC) Analysis:


·       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.


·       Facilitate cross-departmental collaboration to ensure customer insights influence business strategies and operational practices.


·       Establish a feedback loop to continuously adapt and enhance customer interactions, promoting a customer-centric culture within the company.


Performance Analysis:

 

·      Regularly assess the effectiveness of customer engagement initiatives and adjust strategies based on analytical insights.

·      Prepare detailed reports on engagement activities, demonstrating their impact on customer satisfaction and overall business objectives.

 

Qualifications and Skills:

 

·       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.

·       Strong analytical abilities to track engagement metrics and adapt strategies accordingly.

·       Proficient in digital marketing tools and platforms, with a strong understanding of social media dynamics.



Benefits


•                Profit Share (if applicable)

•                Pension Scheme

•                Medicash Health Plan

•                Life Insurance

•                Day of on Birthday

Perks


•                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.

•                Employee Awards.

 

•                Culture of openness and flexibility allows employees to keep growing and gravitating to roles that fit their talents and passions.”



Reporting: Head of Customer Experience