Digital Communications and Customer Feedback Specialist

3 weeks ago

Northamptonshire, United Kingdom Howdens Full time

About the Role:

We are seeking a dedicated professional to join our digital trading and merchandising team as a Digital Communications and Customer Feedback Specialist. In this role, you will play a vital part in enhancing our customer engagement through effective email communication and service reviews.

Key Responsibilities:

  • Manage and respond to customer feedback from various platforms, ensuring timely escalation of any critical issues.
  • Oversee customer complaint resolution, adhering to service level agreements and directing inquiries to the appropriate departments.
  • Conduct weekly reporting on customer feedback sentiment and volume across channels.
  • Maintain accurate depot information within our systems to ensure visibility on our website and search engines.
  • Update and manage data on YEXT to enhance depot information, including services and new offerings to improve SEO performance.
  • Create and manage email briefs, overseeing the entire process from creation to testing.
  • Analyze email performance weekly, identifying successes and areas for improvement, with a comprehensive monthly review.
  • Assist depots with inquiries related to email platforms and promote best practices in email communication.
  • Collaborate with key stakeholders to develop a cohesive email strategy that aligns with business objectives.

Qualifications:

  • Demonstrated experience in email communication and customer service.
  • At least one year of experience in a customer-facing role.
  • Background in a commercially driven environment.
  • Proficient in Microsoft Office, particularly Excel and Word.
  • Familiarity with email platforms and Google Analytics.
  • Strong organizational skills with the ability to prioritize multiple tasks.
  • Excellent influencing and communication skills.
  • Detail-oriented with a commitment to delivering high-quality work.
  • Adaptable to changing priorities and demands.
  • Results-oriented with a focus on meeting deadlines.
  • Creative problem-solving abilities.
  • Enthusiastic about personal and professional development.

What We Offer:

  • Competitive salary and annual bonus structure.
  • Comprehensive pension scheme with significant company contributions.
  • Generous holiday allowance with options for additional days.
  • Employee discounts and subsidized dining options.
  • Access to an Employee Assistance Programme.
  • Recognition and reward initiatives for outstanding performance.

About Us:

We are a leading supplier in the trade kitchen sector, providing a wide range of products across kitchens, joinery, and hardware. With numerous depots throughout the UK and Europe, we are the preferred choice for many trade professionals. Our commitment to excellence has earned us recognition as one of the best companies to work for.

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