Group Loyalty

4 weeks ago

Worcestershire, United Kingdom Halfords Full time

Job Purpose

To own and drive the Customer loyalty & revenue generation across Group Customer Contact. To continue our journey from moving from a cost centre to a profit centre. To specifically identify and exploit revenue and profit opportunities that exist or are created because of contact with the customer. Accountability for ensuring that the strategy, process, MI and operational delivery are joined up, seamless and clearly co-ordinated. Accountable for the revenue generation and customer retention delivery.

Key Responsibilities

Deliver the revenue and retention targets that are set and agreed with Head of Group Contact CentresAccountability for the “Never Miss a customer” process and benefits within Customer Contact, specifically associated to re-booking cancelled and missed appointments for our Garages.Create, build and drive a way of retaining every customer, every order and every appointment.Identify areas where Customer Contact can support customers in the purchase of services and products.Work closely with stores and Garages to ensure that the “Halfords expert” experience is seamless between Call Centres, Stores and Garages.Work closely with the Customer & Commercial teams to ensure plans and performance are clearly communicated.Attend monthly business reviews and support / stand in at monthly steerco meetings.Responsible for retaining the Motoring Services Loyalty club members through effective customer retention tactics and strategies.Create, develop and enhance a true customer and appointment retention policy and toolkit designed to retain and win back customers.Work closely with Change, IT and Technology to ensure that inefficiencies and opportunities are clearly identified and prioritised for development and implementation.Pro-actively Identify and exploit opportunities to drive revenue and profit, as a result of customer interactions handled on the phone, chat and other channels.Work closely with the Planning Manager, Outsource Manager & Change Delivery Manager to ensure the customer contact experience is working effectively.

Key Skills/Experience

Proven experience in leading or being part of successful customer retention and loyalty programmes.Excellent analytical and problem-solving skillsAbility to develop creative strategies and plans to increase customer retention.Knowledge of customer relationship management (CRM) practicesExperience in a sale, retention or loyalty-based thought leadership and co-ordination role.Problem-solving attitudeProven experience as a Relationship/Partnership ManagerExcellent communication skillsAptitude for fostering positive relationships.Outstanding Teamwork and leadership skillsAdvanced knowledge of churn reduction tactics and experience implementing them to save accounts from churning.

  • Clinical Pharmacist

    24 hours ago

    Worcester, Worcestershire, United Kingdom Day Webster Full time

    Position: Clinical Pharmacist Location: Worcestershire Rate of pay:£#removed# Day Webster are currently recruiting aClinical Pharmacistwith recent hospital experience. Starting ASAP full-time (37.5 hours pw) on an ongoing basis. For a more accurate estimation of the commute from your address please get in touch however if this assignment is not...

  • Financial Accounting Manager

    3 weeks ago

    Bromsgrove, Worcestershire, United Kingdom AFH financial group Full time

    Finance Accounting Manager A fantastic opportunity to join one of the UK's leading independent financial advisory and wealth management firms. We have an exciting opportunity to join our existing Finance Acquisitions team. We are looking for those of you who wish to grow with us as a business in our Bromsgrove office with hybrid working opportunities....

  • Finance Accounting Manager

    3 weeks ago

    Bromsgrove, Worcestershire, United Kingdom AFH financial group Full time

    Finance Accounting Manager A fantastic opportunity to join one of the UK's leading independent financial advisory and wealth management firms. We have an exciting opportunity to join our existing Finance Acquisitions team. We are looking for those of you who wish to grow with us as a business in our Bromsgrove office with hybrid working...

  • Trainee Mortgage Advisor

    2 weeks ago

    Wychavon, Worcestershire, United Kingdom Rayner Personnel Full time

    Trainee Mortgage Advisor Employed - Gloucester What is in it for you? Competitive Salary OTE £35K Superb training and development programme Uncapped commission Leads generated from our colleagues in Estate Agency Quality and Loyalty Bonus Group Discounts on Property Services. Transparent and fair progression structure Highly skilled and experienced...

  • Trainee Mortgage Advisor

    7 days ago

    Wychavon, Worcestershire, United Kingdom Rayner Personnel Full time

    Trainee Mortgage Advisor Employed - Gloucester What is in it for you? Competitive Salary OTE £35K Superb training and development programme Uncapped commission Leads generated from our colleagues in Estate Agency Quality and Loyalty Bonus Group Discounts on Property Services. Transparent and fair progression structure Highly skilled and...

  • Finance Manager

    4 weeks ago

    Bromsgrove, Worcestershire, United Kingdom AFH Wealth Management Full time

    Finance Accounting Manager A fantastic opportunity to join one of the UK’s leading independent financial advisory and wealth management firms. We have an exciting opportunity to join our existing Finance Acquisitions team. We are looking for those of you who wish to grow with us as a business in our Bromsgrove office with hybrid working opportunities....

  • Senior Finance Manager

    1 week ago

    Bromsgrove, Worcestershire, United Kingdom AFH Wealth Management Full time

    Finance Manager A fantastic opportunity to join one of the UK's leading independent financial advisory and wealth management firms. We have an exciting opportunity to join our existing Finance team. We are looking for those of you who wish to grow with us as a business in our Bromsgrove office with hybrid working opportunities. You will join us on a...

  • Financial Accounting Manager

    3 weeks ago

    Bromsgrove, Worcestershire, United Kingdom AFH Wealth Management Full time

    Finance Accounting Manager A fantastic opportunity to join one of the UK's leading independent financial advisory and wealth management firms. We have an exciting opportunity to join our existing Finance Acquisitions team. We are looking for those of you who wish to grow with us as a business in our Bromsgrove office with hybrid working...

  • Finance Accounting Manager

    4 weeks ago

    Bromsgrove, Worcestershire, United Kingdom AFH Wealth Management Full time

    Finance Accounting Manager A fantastic opportunity to join one of the UK’s leading independent financial advisory and wealth management firms. We have an exciting opportunity to join our existing Finance Acquisitions team. We are looking for those of you who wish to grow with us as a business in our Bromsgrove office with hybrid working opportunities....

  • Finance Manager

    1 week ago

    Bromsgrove, Worcestershire, United Kingdom AFH Wealth Management Full time

    Finance Manager A fantastic opportunity to join one of the UK's leading independent financial advisory and wealth management firms. We have an exciting opportunity to join our existing Finance team. We are looking for those of you who wish to grow with us as a business in our Bromsgrove office with hybrid working opportunities. You will join us on...

  • Finance Accounting Manager

    3 weeks ago

    Bromsgrove, Worcestershire, United Kingdom AFH Wealth Management Full time

    Finance Accounting Manager A fantastic opportunity to join one of the UK's leading independent financial advisory and wealth management firms. We have an exciting opportunity to join our existing Finance Acquisitions team. We are looking for those of you who wish to grow with us as a business in our Bromsgrove office with hybrid working...

  • Finance Accounting Manager

    1 week ago

    Stoke Pound, Worcestershire, United Kingdom AFH Wealth Management Full time

    Finance Accounting Manager A fantastic opportunity to join one of the UK s leading independent financial advisory and wealth management firms. We have an exciting opportunity to join our existing Finance Acquisitions team. We are looking for those of you who wish to grow with us as a business in our Bromsgrove office with hybrid working opportunities....