Graduate Nutritional Customer Experience Executive

1 week ago

Runcorn, United Kingdom The Protein Works Full time

**We are Protein Works**

Rewind to 12th December 2012. Out of a freezing cold office (because we couldn’t afford heating back then), our founders huddled round a couple of laptops. This was the moment. After a year of working round the clock and a lifetime of tempering the thirst to create a world class brand, we pressed LAUNCH. That was the moment Protein Works. website went live to the world.

It’s not an overly fancy story, we know. There’re no garages worked out of, no office in the Bay Area to talk up. But fancy isn’t in our DNA, innovation is. With the idea to rock the very foundations of a sports nutrition industry that had become stagnant, we set out to create a health and fitness brand that put pure quality & wow service before the lowest possible price. We knew we’d be the underdogs from the very beginning. But you know what? We love that.

Fast forward around 10 years and the journey from humble Cheshire beginnings, to over 3 million orders shipped globally may be in the bag, but our future is just beginning.

So of course, it follows naturally that we believe in an in-house approach. We put talent and expertise at the centre of our brand. For us, team is everything. In short, we don’t ‘do’ agencies, and we emphatically believe our people are the best ones to create and deliver success. As such, PW is an entrepreneurial place that values those people who want to make a dent, don’t want to be held back & don’t do politics. We are bored with ‘corporate’, are positively impatient & passionate self-learners. The culture is fast paced, supportive, and audacious.

At our Cheshire based HQ we live and breathe the full business mix - an ever-growing facility across two sites and almost 100,000sq ft. On Campus One, you’ll find everything to do with Innovation & Manufacturing of our award-winning products. Just around the corner, on Campus Two, you’ll discover everything from Sales & Marketing and Product Development to Supply Chain Planning, Finance and Customer Experience.

Oh and our vast Fulfilment Centre is there also. We ship out over 3,000 products around the world, every day, to help people achieve their health and fitness dreams, live healthier lives and make a difference.

**The Role: Graduate Nutritionist Customer Experience Executive**

Reporting initially to the Head of Cusotmer Experience, you and the wider Customer experience team you 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.

Key to this role would be having the confidence to step up to cover management duties in the absence of the current team manager (annual leave etc). Organizing daily rotas, setting daily team targets against KPI's.

**Responsibilities**
- To focus on proactively handling the emotion-based experience of our customers in the UK
- Become a SME within the team providing expert Nutrtional advice on our products to our customers, regular and new
- To truly innovate when it comes to creating moments of wow within the customer journey
- To ignite a personalized strategy that sees us dominate the

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