Head of Customer Service & Marketing Experience
Posted 7 days ago by Major Recruitment on Reed
£40,000 Per year
Fixed-Term
Undetermined
Edgbaston, West Midlands (County)
Summary: The Head of Experience role at a client based in Edgbaston is a pivotal position that encompasses marketing, communications, customer service, and management over a 9-12 month fixed-term contract. The successful candidate will lead a team, develop strategic marketing and communication plans, and ensure exceptional customer experiences. This role requires collaboration with senior leadership to refine the company's strategic objectives and manage the experience team budget. Candidates should possess a strong background in marketing and communications, along with relevant qualifications and experience.
Key Responsibilities:
- Undertake key research including member profiling, segmentation, satisfaction, competitor research, and industry sector analysis.
- Collaborate with the Chief Executive, Board, and SMT to deliver and refine the company's strategic plan for exceptional customer experiences.
- Develop, implement, and monitor marketing plans focusing on brand awareness, member recruitment, retention, and digital experience.
- Develop and manage the communication strategy, including member engagement and online presence.
- Lead the team responsible for member recruitment, experience, retention, and promotion, including performance development plans.
- Propose and control the annual experience team budget.
- Produce monthly executive reports on activity, targets, and return on investment.
- Provide briefing reports to the Board, including annual reviews of renewals.
Key Skills:
- Education to degree level in Marketing and/or Communications or equivalent.
- Minimum of 5 years experience in a marketing and communications role.
- Membership of professional organisation MCIPR or MCIM.
- Proficiency in databases, CRM, CMS systems, and digital/social media marketing techniques.
- Excellent copywriting and proofreading skills.
- Ability to analyse data and think creatively.
- Target and deadline-driven with strong time and budget management skills.
- Experience in liaising and managing agencies.
- IT skills in PowerPoint, Word, Excel, and Adobe Photoshop.
- Excellent attention to detail and team motivation skills.
- Flexible approach to working hours.
- Experience in promoting major sporting/leisure events and membership sales.
- Media relations experience.
Salary (Rate): £40,000
City: Edgbaston
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: fixed-term
Seniority Level: Mid-Level
Industry: Marketing