Head of Customer Service & Marketing Experience

Major Recruitment Oldbury are delighted to be recruiting for our exclusive Edgbaston based client who are seeking a Head of 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 marketing and communications role ➢ Membership of professional organisation MCIPR or MCIM ➢ 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 INDLS