Programmes Customer Experience Executive

**About Us**

We strive to celebrate & champion women to inspire change, and to create spaces and a sense of community in which they can thrive. The AllBright is the connective thread between passion and drive, celebrating women of all ages and stages.

Our members’ clubs are designed by and for women. They are elegant spaces offering a home away from home to put the work in, network, unwind and be inspired. From the art that adorns the walls to the food on the menu, we are championing and supporting women and female-led suppliers and creators.

The **AllBright EDIT** is our online digital platform for original content. EDIT is our opportunity to deliver the AllBright mission around the world. Expect career advice, smart lifestyle features, opinions and conversations for tackling the myriad of topics relevant in the working life of women.

The **AllBright Academy** is part of the AllBright Digital ecosystem - our online membership offering for women everywhere. Encompassing upskilling content from leading business own as well as opportunities to connect via mentoring and digital programming, AllBright Digital is for everyone who wants to develop professionally.

Our **monthly Pitch Days**, hosted in partnership with HSBC Private Banking, is a series committed to supporting early-stage female founders. Each Pitch Day we invite female-founded businesses looking to raise capital to present to our network of experienced investors, high-net-worth individuals and business leaders.

**What makes an AllBright employee?**
- **
Execution **- we look for individuals who can execute tasks and deliver results under pressure.
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Flare** - we encourage our teams to work creatively, think outside the box and work with resilience (and pizzazz).
- **
Global Sisterhood** - whether you are male or female it is important that you are 110% committed to our mission to create the global sisterhood and empowering women, which means understanding our members and working collaboratively to achieve this.

The AllBright is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

**Job Purpose**

To ensure all learning and development offerings are delivered to a high standard across the AllBright Community. Reporting to the Programmes Manager, the Programmes Customer Experience Executive will be the point of contact for all external contacts involved with programmes, from our coaches through to members undertaking our courses.

Vitally, this role will support member retention by working collaboratively with the marketing and memberships teams to ensure there is an upsell strategy in place for all programmes alumni.

**Outline of Key Responsibilities**:

- Point of contact for all members enrolled on all learning and development programmes including Elevator. Working seamlessly with the Programmes Delivery Executive to ensure careful handover of prospective members to active members
- Manage all coaches delivering AllBright’s learning and development programmes. Being their point of contact after they are onboarded through to conducting regular check ins and reviews to ensure the partnership is working for both parties
- Guided by the Programmes Manager, taking ownership of the member retention and upsell strategy for programmes. Working with internal stakeholders such as club membership, partnerships and B2B to ensure a strong upsell plan is in place to create an evergreen community of members.
- Work closely with the wider learning and development team to report on general feedback of programmes, including programme’s structure, delivery and member retention/upsell rates.
- Implementation of the programme’s alumni offering, from curating bespoke offerings by programme type to collaborating with other departments such as the club team to ensure smooth delivery.
- Working closely with the Head of Academy and Learning Programmes, Programmes Manager and Programmes Delivery Executive by advising on customer experience best practice throughout the content development process.
**General Responsibilities**
- To undertake any additional duties as reasonably directed by Management
- To adhere to company practices and procedures always in particular those relating to discipline, and Health and Safety
- To ensure good communication with all colleagues and supervisors
**Person Specification**
- Experience of working with both consumers and corporates
- Strong customer service and interpersonal skills
- Strong time management skills, self-awareness and attention to detail
- Experience of project management
- A ‘self-starter’ with the drive to succeed
- A creative problem solver who is able to uphold the integrity of both the customer and the brand
- Highly creative with a passion to create a difference for the AllBright brand
- Highly presentable and a true representative of the AllBright brand
- Prepared to go above and beyond to meet business needs with a hands-