Global Customer Engagement and Communications

3 weeks ago

Cambridge, United Kingdom PerkinElmer Full time

**Job Role and Purpose**:
Own and deliver activities to support the Strategic Communications and Customer Engagement plan based on global/local Account Program, to ensure long term stability and growth of the Customer and PerkinElmer partnership. Deliver activities to support a robust Voice of the Customer and engagement program to ensure stakeholders (client, scientific community customers, employees and key supplier partners) understand the services we deliver and how to access them, the value of PerkinElmer through customer satisfaction and user experience of the portfolio of services delivered on the Account.

**Key Accountabilities/Responsibilities**:

- Deliver activities to support an ongoing Strategic Communications and Customer Engagement/ Relationship Plan for the operations across the Customer account.
- Deploy, analyse and report on Customer Satisfaction Performance Indicators at site governance.
- Support the Customer Journey Mapping Program, Voice of the Lab, Voice of the customer feedback sessions to measure, benchmark and improve customer experience.
- Research, write and produce content material for the Account Customer Communications Plan (website, announcements, presentations, posters, roadshows, surveys and events).
- The customer engagement plan to incorporate and promote all Account Technical Laboratory Services
- Provide Customer insights at site level to drive program improvements within operations.
- Ensure brand compliance with internal branding guidance and develop templates for customer communications.
- Actively promote customer feedback success stories and how our service delivery teams live PerkinElmer and customer core values.
- Actively promote customer awareness activities through structured engagement roadshows/pop-up events.
- Be part of the OneSource Enterprise Customer Communications Network to seek and share best communications practice with other Accounts.

**Employee Engagement**:

- Lead local roll-out of Corporate Communications activities - e.g STEM, Impact Day events
- Create and publish internal success stories and the bi-monthly newsletter
- Create and maintain employee intranet hub
- In addition to the above tasks, other activities and responsibilities may be individually defined as key stakeholder relationships continue to evolve.

**Requirements/competencies**:

- ** Global Fluency** - ability to engage and be part of an international and diverse team
- ** Accountability** - ability to take ownership of responsibilities and commitments to goals
- ** Team building** - ability to promote collaboration and cross-cultural cooperation
- ** Engages others** - encourages and engages in collaboration with others
- ** Demonstrates integrity** - acts consistent with what he/she says and believes in line with ethical standards
- ** Shows respect for others** - ability to understand, value and navigate different perspectives and modify own views
- ** Communicates and influences** - Ability to convince, influence or persuade others to gain support for own agenda across the organisation
- ** Customer-focused** - ability to make the internal and external customer the centre of attention, with a focus on listening to the customer first before finding a solution
- ** Results-oriented** - ability to achieve business goals, with a concern for working well, surpassing standards of excellence and passion for challenges

**Personal Experience/Qualifications/Skills**:

- 4-5 years’ experience in a relevant communications or customer engagement role, ideally within a Scientific or Life Science industry
- Preferably a customer experience or communications or events qualification
- Ability to understand complex issues and interpret them for a wider audience
- Ability to work under pressure, multi-task and deliver to tight deadlines
- High need for excellence with good planning and implementation skills
- Creativity, initiative and discretion required
- Flexible team player with good interpersonal skills
- Experience in emerging technology and media tools
- Good English language communication skills - written and verbal (Spanish or Italian would be an advantage)
- Intercultural work experience would be an advantage

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