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.

Is this the role you are looking for If so read on for more details, and make sure to apply today.

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