Customer Experience Executive
2 months ago
**Customer Experience Executive - Nutrition**
This is a newly formed role within the business and has been created for three primary reasons;
1. To focus on proactively handling the emotion-based experience of our customers in the UK
2. To truly innovate when it comes to creating moments of wow within the customer journey
3. To ignite a personalised strategy that sees us dominate the market of personalised nutrition
Reporting initially to the CMO, you and the wider Customer Wow Team will be responsible managing our customers interactions with our brand in the UK, across typical customer services channels as well as proactive personalised outreach.
You’ll also be working closely with our Digital Marketing experts to support content creation translations and SWOT analysis’ within SEO, PPC and Affiliates and Partnerships, whilst taking an active role in the management of our social communities in real time.
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.
You’ll be targeted on a variety of customer focused KPIs which will ultimately lead to growth of the business.
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 a team of 4, 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. You’ll be flanked by the Spend Centre where we drive Acquisition and The Revenue Centre, where we drive Trading. The three teams will be really exciting places to be as we look to deliver to target successfully and collectively - with fun along the way
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**
Plot, Plan and Deliver on the following:
1. Be actively involved in driving change from a service based to experience-based approach to Customer Management
2. Take on the implementation of core KPIs to measure our effectiveness in executing our new Wow strategy
3. Input on areas where we can automate services, including FAQs, PDRs, Chat Bot Responses etc.
4. Relentlessly focus on increasing our Trust Pilot and NPS rating in all countries to be best in class
5. Deliver on a key translations for all our product copy and adwords copy to ensure our customers get the best level of information and that our pages are SEO optimised and our Search Ads are effective at driving CTR
**Day to day responsibilities**
2. Manage real-time Social Media DMs, helping to build our communities and deliver a real time, personalised experience to our customers
3. Work actively with our Performance Marketing team,to ensure our commercial, SEO, PPC and Partnership strategies are executed in your market and are on brand and effective
4. Handle operational elements of our customer’s experience with the brand including order and delivery queries
5. Highlight areas within our customer experience that would benefit from automation or investment in order to better our customers experience and offer solutions and ideas for consideration
6. Manage your daily tasks, output and achievement to set KPIs, with the goal of outperforming to expectation
7. Constant management & delivery of key performance targets
8. Work closely with the wider marketing team to deliver personal and on brand experience to our customers
9. Real time monitoring of service performance, co-ordinating with trading teams to deliver to target
10. Ensure the brand is represented to the highest possible degree in all interactions, posts, engagements across all countries at all times
**Requirements**:
1. A team player and lover of hitting targets
2. Growing strategic mindset and appreciation
3. Creative and lover of brands
4. Passionate about service, helping people and getting a kick on the extra mile
5. Avid self-learner & teacher
6. Able to trade-off short & long-term targets and have a history of making the right calls
7. You have high standards for quality of delivery from yourself and from others
8. You are positively impatient
9. You are great at building positive, productive relationships
10. You have excellent interpersonal skills, and you are able to clearly communi
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