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Customer & Community Lead

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  • UK, East of England, Hertfordshire
  • Negotiable
  • Permanent
  • Full time
  • Eligibility to work: UK
  • Years Exp: 5




Main duties and responsibilities  


 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  


 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  


 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

  • Contact: Julian Taylor
    020 7531 5757 (Offline)
  • Date: 03.08.2022
  • Deadline: 18.08.2022
  • Quote ref: 513/22039

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