This company's vision is simple. The go to environmental group who serve communities and deliver excellence through conscious innovation and a determined belief.
Their way is best described as their mindset and the way they do things here.
- Having their people and culture at their core
- Delivering a SMART waste journey
- Delivering a customer journey that focuses on putting the customer 1st
- Using tech to consciously innovate
- Having a structured approach for continuous improvement
- Having an ethical compass
- Using their academy to champion behavioural change and education for all
- Pioneering thought leadership
- Delivering wows at all levels
- All delivered by one recognisable brand
If you get the above, then please read on.
The role:
As the Engagement Manager you’ll work across the senior leadership team, working with the CMO on the creation of brand strategy, planning & executing on customer & commercial goals, embedding a putting the customer 1st culture. You'll define & defend the brand, customer journey & our call center.
Key tasks:
Customer Experience
- Ensure that the quality of content produced is relevant & supportive to the customer
- Lead the planning and production of video content
- Create and map out the website customer journey, working to improve UX
- Own and manage the end to end life cycle of the customer journey, stages and feature sets
- Ensure that the customer experience delivers on the Enviro Way
- Working across the business to improve the customer experience
- Working to ensure the website is easy to navigate & increases digital customer satisfaction
- Optimise digital customer journeys to support customer satisfaction/lead generation
Campaign Management
- Campaign management for marketing initiatives
- Producing marketing & promotional materials
- Developing best practices for future campaigns
- Create & take ownership of our annual email campaign map
- Target relevant awards
Monitor
- Monitor the company’s position in the market place to maintain a competitive edge
- Ensuring that all agreed KPIs are adhered to
Analyse
- Evaluate customer satisfaction & collaborate with other functions on corrective measures
- Create & define customer personas
- Experience of directing qualitative & quantitative research
Customer operatives
- Oversee and manage the team of customer operatives who engage with customers every day
- Oversee and set up a mystery shopping evaluation score and process
- Regularly call other call centres from other industries to see what lessons they can learn to implement
- Engage the operations team: to remove bottle necks and implement new ideas
- Ensure all the operatives have a good understanding of SalesForce
- Training on how to handle customer complaints
- Encourage all the customer operatives to gain Customer Service Qualifications