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- Tasks: Lead customer service and member experience initiatives while managing a dynamic team.
- Company: Join a prestigious Edgbaston-based organisation focused on exceptional member experiences.
- Benefits: Enjoy perks like gym membership, discounted meals, and on-site parking.
- Why this job: Be part of a strategic role that shapes member engagement and drives brand success.
- Qualifications: Degree in Marketing/Communications and 5+ years in a communications role required.
- Other info: This is a 9-12 month fixed term contract with opportunities for growth.
The predicted salary is between 43200 - 72000 £ per year.
Major Recruitment Oldbury are delighted to be recruiting for our exclusive Edgbaston based client who are seeking a Head of Customer Service Experience to work on a 9-12 month fixed term contract. This is a crucial and varied role within the organisation with three direct reports. The role is a mixture of marketing, communications, customer service and management.
Duties and tasks will include:
- Undertake key research to include member profiling, segmentation (personas) and satisfaction, competitor research, industry sector, marketing and brand experience.
- Work with Chief Executive, Board and SMT to deliver, review and refine the companies strategic plan and that customers have exceptional experiences.
- Develop, implement and monitor the companies marketing plans to include brand awareness, member recruitment, retention and member and digital experience.
- Develop, implement and monitor the companies communication strategy to include member communications and engagement, the companies online presence (website & social media), digital communications, the Web App and traditional PR, liaising with external agencies as appropriate.
- Lead the team responsible for member recruitment, experience, retention and promotion, setting individual performance development plans and monitoring performance.
- Propose and control the annual experience team budget.
- To produce monthly executive reports on all activity, targets and return on investment.
- To provide briefing reports to the Board, including an annual review of renewals, as required.
Candidates welcome to apply for the role will have the following experience and qualifications:
- Education to degree level in Marketing and/or Communications degree (or Chartered Institute of Marketing equivalent).
- Minimum of 5 years experience of working in a communications role.
- Sound grasp of using a range of databases, CRM, CMS systems for websites and up to date knowledge of digital and social media marketing techniques.
- Excellent copywriting and proofreading skills.
- Ability to analyse data and process.
- Ability to think creatively.
- Target and deadline-driven and motivated by completion of tasks.
- Good time management, budget management and organisational skills and the ability to manage multiple activities and projects simultaneously.
- Experience of liaising and managing agencies.
- IT skills in Powerpoint, Word, Excel, Adobe Photoshop.
- Excellent attention to detail.
- Ability to work as a member of a team and to motivate others.
- A flexible approach to working hours.
- Promoting major sporting/leisure events.
- Membership sales within a members' organisation.
- Media relations.
Excellent benefits package including on site parking, gym membership, discounted meals and much more.
Head Of Customer Service & Member Experience employer: Major Recruitment Oldbury
Contact Detail:
Major Recruitment Oldbury Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head Of Customer Service & Member Experience
✨Tip Number 1
Familiarise yourself with the latest trends in customer service and member experience. Understanding what makes a great customer journey will help you stand out during discussions with our team.
✨Tip Number 2
Network with professionals in the marketing and communications field. Attend relevant events or webinars to connect with others who may have insights into our company culture and expectations.
✨Tip Number 3
Prepare to discuss your experience with data analysis and CRM systems. Be ready to share specific examples of how you've used these tools to enhance customer experiences in previous roles.
✨Tip Number 4
Showcase your leadership skills by preparing examples of how you've successfully managed teams in the past. Highlight your ability to motivate others and drive performance towards achieving targets.
We think you need these skills to ace Head Of Customer Service & Member Experience
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service, marketing, and communications. Use specific examples that demonstrate your ability to manage teams and improve member experiences.
Craft a Compelling Cover Letter: Write a cover letter that addresses the key responsibilities of the role. Emphasise your experience with member recruitment, retention strategies, and your ability to analyse data to enhance customer satisfaction.
Showcase Your Skills: In your application, clearly outline your skills in copywriting, digital marketing, and project management. Mention any specific tools or systems you are proficient in, such as CRM or CMS platforms.
Highlight Leadership Experience: Since this role involves managing a team, be sure to include examples of your leadership experience. Discuss how you've motivated teams and set performance development plans in previous roles.
How to prepare for a job interview at Major Recruitment Oldbury
✨Showcase Your Leadership Skills
As a Head of Customer Service & Member Experience, you'll be leading a team. Be prepared to discuss your leadership style and provide examples of how you've successfully managed teams in the past. Highlight any experience you have in setting performance development plans and monitoring team performance.
✨Demonstrate Your Marketing Knowledge
This role requires a solid understanding of marketing strategies. Brush up on current trends in digital marketing and be ready to discuss how you've implemented successful marketing plans in previous roles. Mention any specific campaigns you've led that resulted in increased member engagement or retention.
✨Prepare for Data Analysis Questions
Given the emphasis on data analysis in this position, be ready to talk about your experience with databases and CRM systems. Prepare to discuss how you've used data to inform decisions and improve customer experiences. Bring examples of reports you've produced that demonstrate your analytical skills.
✨Engage with the Company’s Vision
Research the company’s strategic plan and values before the interview. Be prepared to discuss how your vision aligns with theirs and how you can contribute to enhancing member experiences. Showing that you understand their goals will demonstrate your commitment and enthusiasm for the role.
