Head of Customer Service & Marketing Experience
Posted 4 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 and involves significant research and reporting responsibilities. Candidates should possess relevant qualifications and extensive experience in marketing and communications.
Key Responsibilities:
- Undertake 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.
- Control the annual experience team budget and produce monthly executive reports on activities and ROI.
- 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 a marketing and communications role.
- Membership of professional organisations 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 in 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 approach and experience in promoting sporting/leisure events.
- Experience in membership sales and media relations.
Salary (Rate): £40,000
City: Edgbaston
Country: United Kingdom
Working Arrangements: undetermined
IR35 Status: fixed-term
Seniority Level: Senior
Industry: Marketing