Customer Experience Strategist

4 weeks ago

Darlington, Darlington, United Kingdom HC-One Ltd. Full time
About The Role

As the Customer Marketing Lead for HC-One, you will play a pivotal role in shaping the customer experience and communications strategy to protect and enhance our reputation as the UK's kindest care home provider.

Your primary responsibility will be to craft compelling communications and letters to our residents and families, gathering customer feedback and insight, and developing action plans to improve our customer journey.

You will ensure that all direct communications to families from across the organisation align with our core brand narrative and comply with regulatory and GDPR/data protection requirements.

You will also be responsible for supporting the business to listen and learn from its customers by working in partnership with other teams (IT, customer care, commercial and operations) to collect real-time feedback from our families and share and act on the learnings.

This role is Hybrid working (in the north east) or remote working.

About The Company

HC-One is the UK's largest provider of professional residential, nursing, and specialist dementia care for older people with over 280 care homes. Our ambition is to be the first choice care home in each of the communities we serve, by providing the kindest possible care to all our residents and their families.

We are proud of our outstanding team who are compassionate, curious, creative, and courageous professionals that can be counted on by their colleagues, our residents, and families. We are passionate about ensuring that our colleagues can be their true selves, and that our workforce represents the communities we serve.

What HC-One Offers

Complementing your salary, you will enjoy access to a wide range of benefits and services to support your physical and psychological well-being. Throughout your career, we will invest in you, and you will enjoy additional support and benefits, including:

  • Award-winning professional learning and development
  • 25 days annual leave
  • An opportunity to learn from experienced colleagues as part of an outstanding marketing team
  • GP online - providing around-the-clock GP consultation via an interactive app - available to you and your children under 16
  • Colleague discounts - access to over 1600 high street discounts, including carefully selected discount partners
  • Wellbeing - free access to an independent and confidential Employee Assistance Programme, providing 24/7 support for a range of issues, including physical, mental, and financial issues
About You

You have at least three years' experience and a proven track record in marketing, communications, or customer experience, ideally holding a BA/BSc degree or higher-level marketing qualification.

With outstanding verbal and written communication skills, you will have experience of helping craft core messaging and direct communications to customers. You will also have good relationship-building skills and strong commercial acumen, complemented by a customer-centric approach, strategic thinking, and proactive problem-solving skills.

You must be able to gather and use data or feedback to generate insight and translate complex ideas, initiatives, and customer journeys into easy-to-understand presentations and action plans.

You ideally have experience of using or setting up customer feedback surveys to provide insight and develop action plans.

You understand how to gather and use customer insight or data to identify and meet customer needs, think strategically around a problem, and translate it into action plans and develop and implement customer care and engagement strategies.

  • Customer Experience Strategist

    2 weeks ago

    Darlington, Darlington, United Kingdom HC One Full time

    Customer Marketing LeadAs a key member of the HC-One team, you will play a vital role in crafting compelling customer communications and feedback initiatives that enhance our reputation as the UK's kindest care home provider.Your primary responsibilities will include developing strategic communications plans, gathering customer insights, and collaborating...

  • Customer Experience Strategist

    4 weeks ago

    Darlington, Darlington, United Kingdom HC One Full time

    About the RoleWe are seeking a highly skilled Customer Marketing Lead to join our team at HC-One. As a key member of our marketing team, you will play a vital role in developing and executing our customer marketing strategy, ensuring that our customer journey and communications align with our brand narrative and regulatory requirements.Key...

  • Customer Experience Strategist

    4 weeks ago

    Darlington, Darlington, United Kingdom HC One Full time

    About the RoleWe are seeking a highly skilled Customer Marketing Lead to join our team at HC-One. As a key member of our marketing team, you will play a vital role in developing and executing our customer marketing strategy, ensuring that our customer journey and communications align with our brand narrative and regulatory requirements.Key...

  • Customer Experience Strategist

    1 month ago

    Darlington, Darlington, United Kingdom HC One Full time

    About the RoleWe are seeking a highly skilled Customer Marketing Lead to join our team at HC-One. As a key member of our marketing team, you will play a vital role in developing and executing our customer marketing strategy, ensuring that our customer journey and communications align with our brand narrative and regulatory requirements.Key...

  • Customer Experience Strategist

    1 month ago

    Darlington, Darlington, United Kingdom HC One Full time

    About the RoleWe are seeking a highly skilled Customer Marketing Lead to join our team at HC-One. As a key member of our marketing team, you will play a vital role in developing and executing our customer marketing strategy, ensuring that our customer journey and communications align with our brand narrative and regulatory requirements.Key...

  • Customer Experience Strategist

    3 weeks ago

    Darlington, Darlington, United Kingdom HC One Full time

    About the RoleWe are seeking a highly skilled Customer Marketing Lead to join our team at HC-One. As a key member of our marketing team, you will play a vital role in developing and executing our customer marketing strategy, ensuring that our customer journey and communications align with our brand narrative and regulatory requirements.Key...

  • Customer Experience Strategist

    3 weeks ago

    Darlington, Darlington, United Kingdom HC One Full time

    About the RoleWe are seeking a highly skilled Customer Marketing Lead to join our team at HC-One. As a key member of our marketing team, you will play a vital role in developing and executing our customer marketing strategy, ensuring that our customer journey and communications align with our brand narrative and regulatory requirements.Key...

  • Chief Financial Strategist

    7 days ago

    Darlington, Darlington, United Kingdom Michael Page (UK) Full time

    Job Title: Chief Financial StrategistAbout the Role:We are seeking a highly skilled Chief Financial Strategist to lead our financial planning and strategy team. As a key member of our leadership team, you will be responsible for developing and implementing financial strategies that align with our corporate goals and service delivery plans.Key...

  • Business Growth Strategist

    2 weeks ago

    Darlington, Darlington, United Kingdom beBee Professionals Full time £35,000 - £55,000

    BeBee Professionals in Darlington is seeking a Business Growth Strategist to spearhead market expansion and drive business growth through strategic client engagement and innovative sales strategies.Key Responsibilities:Develop and execute business strategies to identify new market opportunities.Forge and maintain strong, profitable relationships with key...

  • Customer Experience Associate

    1 week ago

    Darlington, Darlington, United Kingdom beBee Professionals Full time £22,000 - £28,000

    We are seeking a skilled Customer Experience Associate to join our team at beBee Professionals. Key responsibilities include:Providing exceptional customer support and resolving issues efficiently.Collaborating with internal teams to ensure seamless customer experiences.Processing customer orders and managing account details.Maintaining accurate records of...

  • Customer Experience Advisor

    1 month ago

    Darlington, Darlington, United Kingdom beBee Professionals Full time £22,000 - £28,000

    Customer Service AdvisorWe are seeking a skilled and customer-focused Customer Service Advisor to provide exceptional service and support to our clients in Darlington, United Kingdom.Key Responsibilities:Handle customer inquiries and resolve issues in a timely and professional manner.Provide accurate and up-to-date information about our products and...

  • Customer Experience Advisor

    1 month ago

    Darlington, Darlington, United Kingdom beBee Professionals Full time £22,000 - £28,000

    Customer Service AdvisorWe are seeking a skilled and customer-focused Customer Service Advisor to provide exceptional service and support to our clients in Darlington, United Kingdom.Key Responsibilities:Handle customer inquiries and resolve issues in a timely and professional manner.Provide accurate and up-to-date information about our products and...

  • Service Advisor

    2 weeks ago

    Darlington, Darlington, United Kingdom Lookers Full time

    Job SummaryWe are seeking an experienced and dedicated Service Advisor to join our Aftersales Team at Lookers Volkswagen Darlington.Key ResponsibilitiesBooking MOTs, services and other repair work for our customersAdvising customers about warranty cover and upselling additional parts / accessories that will benefit the customerLiaising with the full...

  • Business Growth Strategist

    1 week ago

    Darlington, Darlington, United Kingdom beBee Professionals Full time £35,000 - £55,000

    As a Business Development Manager at beBee Professionals in Darlington, you will spearhead the expansion of our market reach and drive business growth through strategic client engagement and innovative sales strategies.Key Responsibilities:Develop and execute business strategies to identify new market opportunities and drive revenue growth.Forge and maintain...

  • Commercial Strategist

    3 weeks ago

    Darlington, Darlington, United Kingdom Unique Group Full time

    {"title": "Commercial Advisor", "description": "Job SummaryWe are seeking a Commercial Advisor to provide strategic commercial advice and support to our team in Darlington, UK.This role will involve developing and executing bid strategies, conducting market and commercial analysis, and negotiating commercial terms and contracts.Key ResponsibilitiesBid...

  • Commercial Strategist

    3 weeks ago

    Darlington, Darlington, United Kingdom Unique Group Full time

    {"title": "Commercial Advisor", "description": "Job SummaryWe are seeking a Commercial Advisor to provide strategic commercial advice and support to our team in Darlington, UK.This role will involve developing and executing bid strategies, conducting market and commercial analysis, and negotiating commercial terms and contracts.Key ResponsibilitiesBid...

  • Commercial Strategist

    1 month ago

    Darlington, Darlington, United Kingdom Simpson Booth Full time

    Commercial Advisor RoleSimpson Booth is assisting our client in finding a Commercial Adviser to work in Darlington, UK.This role reports to the Commercial Manager and involves providing strategic commercial advice to ensure effective bid management and optimize commercial performance across projects.Main Responsibilities:Develop and implement commercial...

  • Commercial Strategist

    1 month ago

    Darlington, Darlington, United Kingdom Simpson Booth Full time

    Commercial Advisor RoleSimpson Booth is assisting our client in finding a Commercial Adviser to work in Darlington, UK.This role reports to the Commercial Manager and involves providing strategic commercial advice to ensure effective bid management and optimize commercial performance across projects.Main Responsibilities:Develop and implement commercial...

  • Commercial Strategist

    1 month ago

    Darlington, Darlington, United Kingdom Simpson Booth Full time

    Commercial Advisor RoleSimpson Booth is assisting our client in finding a Commercial Adviser to work in Darlington, UK.This role reports to the Commercial Manager and involves providing strategic commercial advice to ensure effective bid management and optimize commercial performance across projects.Main Responsibilities:Develop and implement commercial...

  • Commercial Strategist

    1 month ago

    Darlington, Darlington, United Kingdom Simpson Booth Full time

    Commercial Advisor RoleSimpson Booth is assisting our client in finding a Commercial Adviser to work in Darlington, UK.This role reports to the Commercial Manager and involves providing strategic commercial advice to ensure effective bid management and optimize commercial performance across projects.Main Responsibilities:Develop and implement commercial...