Head of Customer Service & Marketing Experience
Posted Today by Major Recruitment Oldbury on CVLibrary
£40,000 Per year
Undetermined
Undetermined
Birmingham, West Midlands
Summary: The Head of Experience role at an Edgbaston-based client involves overseeing marketing, communications, customer service, and management functions for a 9-12 month fixed-term contract. The position requires collaboration with senior leadership to enhance customer experiences and implement strategic marketing and communication plans. The role includes managing a team and budget while producing reports on performance and engagement metrics. Candidates should possess relevant qualifications and extensive experience in marketing and communications.
Key Responsibilities:
- Conduct key research including member profiling, segmentation, and competitor analysis.
- Collaborate with the Chief Executive, Board, and SMT to refine the strategic plan for exceptional customer experiences.
- Develop, implement, and monitor marketing plans for brand awareness, member recruitment, and retention.
- Oversee the communication strategy, including member engagement and online presence.
- Lead the team responsible for member recruitment and retention, setting performance development plans.
- Manage the annual experience team budget and produce monthly executive reports.
- Provide briefing reports to the Board, including annual reviews of renewals.
Key Skills:
- Degree in Marketing and/or Communications or equivalent.
- Minimum of 5 years experience in marketing and communications.
- Membership in professional organizations such as MCIPR or MCIM.
- Proficient in databases, CRM, CMS systems, and digital marketing techniques.
- Excellent copywriting and proofreading skills.
- Strong analytical and creative thinking abilities.
- Target-driven with good time and budget management skills.
- Experience managing agencies and multiple projects simultaneously.
- IT skills in PowerPoint, Word, Excel, and Adobe Photoshop.
- Excellent attention to detail and team motivation skills.
- Flexible working hours and experience in promoting sporting/leisure events.
- Experience in membership sales within a members' organization.
- Media relations experience.
Salary (Rate): £40,000
City: Birmingham
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: undetermined
Seniority Level: undetermined
Industry: Marketing