Temporary Customer Experience and Digital Lead

Job Description

CLOSING DATE: Tuesday 10th March

LOCATION: Dunfermline Music Institute

INTERVIEW DATE: Monday 16th March

 

To manage, grow and develop the company’s digital marketing channels, whilst delivering a seamless customer experience across all stages and touchpoints. Deliver and implement strategies to improve customer experience and monitor, evaluate and report on performance.

Requirements

Degree in relevant area to the role and a commitment to be ahead of the
industry’s developments and technologies.

Current UK Driving License.

Before confirming appointment, you will be required to obtain a Level 1 Disclosure certificate through Disclosure Scotland.

Responsibilities

Responsibilities include:

Managing full end-to-end Customer Lifecycle; Develop and execute strategies to
engage customers throughout their lifecycle, from acquisition to retention,
advocacy and creation of the model for the Sales and Customer Services Team to
deliver.

Lead on digital marketing strategy, overseeing all digital channels including
CMS, SMS, social media, digital content/creative marketing, testimonial/review
platforms and business directory listings.

Lead on the overall customer experience strategy, echoing the voice of the
customer through both online and offline channels to improve FSLT proposition.

Detail, review and enhance the customer journey across all products and services
(digital and in-person) enabling managers and leads to improve the customer
experience at all stages.

Working closely with Marketing, Communications, Sales Team Leads, Operations
team, Business Support team and Commercial Team, in order to identify and
implement initiatives to improve customer activation, onboarding, and retention.

Lead all customer experience and satisfaction research and surveys, reinforcing 
a once customer voice and feedback culture in FSLT.

Oversee, lead and manage the mystery shopping programme and implement 
robust processes to implement improvement recommendations.

Create and implement a range of quality assurance checks to ensure agreed 
standards are maintained and improved.

Liaise with the business function across FSLT to plan digital marketing campaigns, 
including web, SEO/PPC, email, social media, and display advertising. 

Engage with the Marketing, Communications and Sales Manager, to create targets 
and KPI metrics to measure performance across all digital channels. 

Monitor and analyse customers conversations and interactions via social listening 
techniques, and report on CX metrics/Net Promoter Score. Build and understand 
clear CX Metrics, including NPS, Customer Satisfaction, Survey data and 
Customer Effort Score.

Working with the Communications and PR Lead and any external agencies to 
always adopt SEO best practice.

Measure, monitor and report to the Marketing, Communication & Sales Manager on 
digital marketing campaigns and channel performance. Oversee the collection, 
analysis, and manipulation of customer data to enhance customer segmentation, 
profiling, and targeting for effective marketing campaigns. 

Horizon scanning for digital and communications methods and designs in the 
market in order to enable a culture of continuous improvement.

The Individual

Significant experience of a digital and customer environment, ideally within the
sport and leisure industry.

Highly developed written and oral communication skills.

Significant experience in dealing with a wide range of external customers,
internal customers and stakeholders.

Significant experience of working within a busy marketing, communications,
and sales environment.

Significant experience of delivery customer satisfaction and market research
activity and creating reports and making recommendations.

Significant experience in setting and prioritising objectives, responding under
pressure, and managing challenging deadlines.

Significant experience in managing multiple digital channels including social
media, email platforms, and back-end CMS applications like WordPress.

Highly Developed skill in generating effective teamwork with the ability to
influence, persuade and negotiate.

Significant experience of operating in a target environment.

Significant experience of analysing and reporting on customer data to drive
informed decision making.

Understanding of competitor landscape and experience of undertaking
competitor audits.

Developed Leadership skills.

Developed Stakeholder engagement skills.

Highly developed IT Applications / Social Media / Comms etc.

Developed Project Management skills.

Detailed understanding of customer journey and marketing initiatives to grow
and enhance business.