Main duties and responsibilities
Strategy:
Establish and maintain a good working relationship with our clients to define and develop the
customer strategy
Contribute to the development and implementation of the customer strategy through analysis of
performance
To apply customer management processes by listening to the voice of the customer during the
planning and delivery stages of the project
Insights and Analysis:
Measure the customer experience that impact our CMex/DMex and NPS measures to produce
valuable insights and to identify customer trends
To ensure that our customer action plan maximises the customer experience and meets local
community needs
Monitoring and measuring of customer satisfaction KPI’s
Be responsible for reporting on the customer satisfaction scoring and provide feedback to our
clients and operational teams
Knowledge & experience
Previous experience of working within a
Customer/Community focused position
Experience of delivering service improvements
Experience of implementing and delivering customer
service strategy
Experienced in research insight and analytics
Skills & Qualifications
Degree or equivalent in Customer Services/Social
Media and or Marketing
Strong interpersonal, organisational, communication
and time management skills with a strategic and
analytical outlook
Ability to show empathy and understanding of
customer needs
Ability to confidently present analytical data and
insights both visually and verbally
In-depth experience working with all Microsoft
packages
Good social media skills with the ability to develop
engaging and timely updates on project
development across varied Social Media platforms
Personal Qualities Good stakeholder management skills
Exceptional communication skills
Forward looking, positive and empathetic