Digital Tools Specialist

PLEASE NOTE - THIS IS A 1 YEAR MATERNITY COVER POSITION ONLY

About the Client: Our client has developed a reputation for high-quality lens and frames. Their customer relationships span many years which is a testament to their quality and service. The Customer Service Team strive to deliver customer satisfaction and to provide a timely response to any situation. Their goal is to make it easy for customers to recognise them as a preferred supplier. The company is part of a wider organisation, their network now has over 7,200 stores and 39,000 employees.

Please note: This will require 3 days minimum on site in Kensington.

Pay and Benefits:

• MATERNITY COVER £30,000 per annum
• Life insurance - 3.5 times your salary
• Work within a small team (8-9 people)
• Share Save Scheme
• Quarterly bonus
• 33 days holiday allowance (including bank holidays)

Job Scope: As a Digital Tools Specialist part of the CRM & Digitalisation team you will make a big impact on the digitalization of the business to ensure that we continue to evolve our platforms for communication, sales and service. You will be a point of contact for the use of digital tools, developments, system faults and user queries, and a bridge between our Customer Service, IT and Digital corporate teams.

Responsibilities:

• Involved in the overall strategy of increasing traffic to the website and/or other future digital projects;
• Evolving our B2B platforms to suit a changing environment to make them more valuable to our customers;
• Query management: investigate escalated issues from CIC and other departments;
• Assist on user's queries following troubleshooting guidelines;
• Accounts maintenance: activation and privileges management;
• Responsible for services initiatives and system maintenance updates to B2B customers;
• Update of digital platforms content/translations: labels, informational documents, transactional emails;
• Support to digitalization of legal agreements;
• Ticket management/Technical issues reporting;
• Integrate user requirements and possible solutions into the local process for improvements on the customer journey;
• Present solutions, ideas and recommendations that serve the user requirements;
• Participation on new functionalities training and conduct testing of developed functionalities;
• Document new developments suggestions and requirements for improving user experience;
• Be able to effectively communicate new services and functionalities to internal teams, assisting with training when necessary;
• Collaborate with key stakeholders and support other CIC departments to ensure an aligned approach to customer experience.

Must have Qualifications/Experience:

• Detail oriented person with great organizational skills able to manage multiple projects and stakeholders;
• Possess analytical and problem-solving skills to collect, interpret data, integrate new information to find patterns and achieve logical conclusions;
• Good communicator;
• Able to bring innovative ideas with research to improve the user experience online;
• Proactive. Have a proven track record of 'making a difference';
• Enjoy working in a fast-paced environment;
• Be comfortable delivering throughout the project lifecycle;
• Proven experience with B2B or B2C ecommerce platforms;
• Be technologically aware, showing knowledge of UX best practices, software and industry trends;
• Be comfortable with spreadsheets, data processing and reporting;
• Proficiency in Office and SAP. Knowledge of HTML, CSS and UI development tools would be a plus.
• You must be comfortable learning some IT.

Next steps: Apply with your CV or make a phone call & ask for Dan in the Nottingham office if you require any further information. When you've successfully completed this step you will receive a date to start with our client, usual turnaround time is a week. If this position is not the one for you, we have more great roles on our jobs page.