Do great work, have great fun and develop your career alongside a group of ridiculously talented people.
As a Customer Excellence Executive, you deliver outstanding service and ensure every customer interaction is positive, professional and efficient.
Reporting into the Head of Customer Excellence, you’ll be the primary point of contact for our clients to resolve enquiries, build strong relationships and work collaboratively with internal teams to improve the overall client experience.
Key relationships
Working collaboratively with the Chief Customer Officer, Head of Customer Excellence, Data & Insights, Strategic Planning, Operations and Technology.
Main Responsibilities
- Provide exceptional customer service across all communication channels.
- Respond promptly to customer enquiries, resolving issues efficiently and professionally.
- Build and maintain strong relationships with customers by understanding their needs and delivering tailored solutions.
- Manage customer accounts and maintain accurate records within CRM systems.
- Escalate complex issues to the appropriate departments and monitor progress through to resolution.
- Proactively identify opportunities to improve customer satisfaction and retention.
- Support onboarding of new customers and ensure a smooth customer journey.
- Work closely with Sales, Operations, and other internal teams to ensure seamless service delivery.
- Monitor customer feedback and recommend process improvements.
- Meet or exceed key performance indicators (KPIs), including response times, customer satisfaction, and service quality.
- Stay up to date with company products, services, and policies to provide accurate information.
Person Specification
Degree: or equivalent in Marketing (desirable)
Knowledge: Reasonable knowledge around digital marketing and offerings
Tools: Strong proficiency with… list the main tools, likely including Office 365.
English: Exceptional written and verbal fluency.
Skills and experience
Proven experience in a customer success, service or satisfaction environment.
Ownership and accountability: Highly proactive and takes ownership
Positive mindset: Understanding of marketing metrics, analytics, and reporting.
Eager to learn: Adaptable and eager to learn new skills and insights
Collaborative mindset: Strong communication skills to liaise with cross-functional teams.
The Customer Excellence Executive plays a vital role in ensuring customers receive exceptional service at every stage of their journey, helping to strengthen customer loyalty and contribute to the organisation's overall success.
We like to win. There’s no shame in that. And we believe that to win you set the bar and beat it - simple as that.
We do it well
We’re commercially driven and customer-obsessed. We’re not here for vanity, every single one of us is 100% driven to smash your goals.
We love technology and we get a buzz when we come up with ways of working better, faster, and smarter than the competition.
We do it together
We believe in the power of teams to create work that works. We’re natural born collaborators, always feeding off each other because we know that the whole is greater than the sum of its parts.
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Customer Excellence Executive employer: MediaWorks
Join a vibrant team where your expertise as an Organic Search Director will not only be valued but will also drive significant business outcomes. Located near the Metro Centre in Gateshead, we offer a dynamic work culture that promotes collaboration, continuous learning, and personal development, alongside competitive benefits such as 25 days of annual leave, social events, and a focus on wellbeing. Here, you’ll have the opportunity to lead a talented group of SEO professionals, ensuring your impact is felt across the organisation while enjoying a supportive environment that encourages innovation and excellence.
