This company is recruiting for a Customer Engagement and Business Support Executive to be based in the Camden office of one of the world’s largest and most trusted sources of independent news and information.
This is an exciting opportunity to join an ambitious news agency in a growing and dynamic part of their frontline customer-facing team, working with the Head of Customer Engagement to help deliver their ongoing customer engagement strategy.
OVERVIEW
The Customer Engagement Executive will work with the Head of Customer Engagement to ensure that both prospects and customers are fully engaged (whether via onboarding, trial management or other initiatives created to ensure both retention and revenue growth).
KEY RESPONSIBILITIES:
- Develop a comprehensive understanding of the organisation's customers and markets. This includes key competitors, challenges and offerings;
- Manage and deliver international onboarding and training programmes, managing prospects and customers and ensuring they receive the training and welcome programme that best suits their requirements;
- Be the expert on the organisation's products, initiatives, and delivery platforms, enabling you to train internal staff and customers as per the engagement plan;
- Manage the development and updates of all supporting training documentation as and when appropriate;
- Create and manage an e-learning toolset across the business, ensuring that the customer always has access to educational tools and resources;
- Capture and record customer-sourced insights and measurements, and work with the Head of Engagement on proactive engagement strategies;
- Input and assist with trial management programmes aiding improved lead to customer conversions;
- Assist with implementation of new initiatives that are created to strengthen engagement strategies;
- Assist with customer migrations and be part of the project team.
This role will also be required to provide back-up support for a total of up to 5 Directors and VP’s based in the London office. Duties range from scheduling meetings and calendars, organising travel, setting up meetings and managing VIP and customer visits. The frequency of this will be driven by the needs of the Business.
TRAINING:
As the company has access to a levy fund, there will be an opportunity to undertake formal training in relation to the role.
ESSENTIAL CRITERIA:
- Excellent communication skills (oral and written);
- Customer and quality-oriented focus;
- Enthusiasm for the task in hand;
- A positive, proactive, well-organised person;
- Must be fluent in English. Additional languages would be appreciated;
- Excellent knowledge of all Microsoft Office programs;
- Ability to work well in a team environment.
All applicants must be able to work in the UK or be able to gain permission to work in the UK.
The closing date for applications is Tuesday 6th November.