CUSTOMER SUPPORT

We have just re-launched our new app ‘The Lobby’ and the members portal ‘The Lounge’ so this is not a normal customer service role. Joining the Global Woman Team will give you a new purpose and open many doors to learn and grow. Your main goal is to bring your magic and make our members feel at home when they log in to our GWC online platform.

This role is an integral part of GWC and, as you’ll be the first person our users and members meet when they chat with us, you’ll be responsible for making their day a little bit better and their experience with GWC memorable. 5* Customer experience is at the heart of what we do at GWC, and your number one priority will be to respond to their needs and engage them with our activities so they feel included and welcome.

We are looking for executives to sell advertising space for the magazines, raise sponsorships for our events, and sell memberships for our Global Woman Club. In your role, you will be responsible for shaping and developing print and digital platforms, core relationships, and sales products. You will be an important part of a passionate and hard-working advertising team responsible for the continued growth and success. The successful candidate will not only be working with the major players in the UK market but will also have exposure with leading agencies who work with key consumer brands.

You’re here to make our customers fall in love with everything that GWC is about. This role is all about making their journey easy using our online platform and loving the events they find at Global Woman Clubs.

We are all continuously learning and growing at GWC, and with your help, we will be able to stay on top of things when it comes to our customer experience, support, and their expectations of GWC. We are always introducing new projects, bringing new ideas and opportunities for our members. This means that we invest in you as well. You will have the chance to get four dedicated hours every week for personal development; an opportunity to learn something new and relevant to your role. We use this shared knowledge to build GWC as a business and to provide the best possible service to our wonderful members.

WHAT WE’RE LOOKING FOR

• Passion & Energy: If you have attended any meeting of GWC, you will know that passion and energy are our wow factors. We want to make sure you feel excited about the job you do and our customers feel the positive energy we create in our environment.
• Self-Driven: You’re someone who gets the job done, takes responsibility, and thinks outside of the box. You’re used to working autonomously and using your intuition to deliver the best service and experience in alignment with the goals of each individual project.
• Well Organized and Structured: You’re able to manage your time to cover all tasks across multiple projects and for various platforms/formats. You’re able to self-manage and identify key areas to prioritize on a day-to-day basis.
• Team Player: Whilst you can work autonomously, you also love being part of a team and working collaboratively to deliver amazing copy, content, marketing, and educational material.
• Love Global Woman: Even if you’ve not experienced the Global Woman community before, you want to know more and love everything about our vision, and you want to help others experience our magic too.

ROLE AND RESPONSIBILITIES

• Be responsible for our communication channels (email, chatbot, social media inboxes, ad hoc calls) and maintain & create amazing new standard responses to provide exceptional and consistent customer service.
• Host live calls on Zoom.
• Take responsibility for tracking, reviewing, and resolving issues as they arise and communicating this across our teams.
• You’ll have KPIs based on customer experience, GWC Create retention, and growth, and you’ll be responsible for helping to collect & report on statistics.
• Be a GWC expert about all our products and services so that you can support our audience and handle all customer queries that come in via our communication channels.
• Be responsible for all member account management including, but not limited to supporting the cancellation process, refunds, and updating contact details.
• Collate membership feedback so that GWC can respond and continually improve.
• Actively engage with improvement projects by feeding back everything you see across the communication channels, especially those you think need a little extra improvement to keep GWC amazing.
• This is a results-based role. You will play a key part in working towards yearly goals of growth, retention, sales & customer experience.
• Represent the GW Team on virtual sessions when needed.
• Engage in our online community group in line with the community strategy to increase GWC presence and create amazing relationships with our customers to increase the lifetime value of our customers/members and retention rates.