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.

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