Customer Engagement Coordinator
NORTH EAST

Job title: Customer Engagement Coordinator

 

The Customer Engagement Coordinator is responsible for planning, coordinating, delivering and continuously improving customer communications and collateral that form the customer journey.

 

  • Deliver targeted messages via a range of digital and offline communication channels including email, videos, webinars, events, website content, social media, research reports, case studies, newsletters, direct mail and telephone.

  • Gain a thorough understanding of our products and services and represent the customer at project and associated team meetings to best ensure that our products and services meet customer and market requirements.

  • Support the business in its ambitions for global expansion.

  • Contribute to a communications service to the wider business to support awareness, product launches or tactical campaigns.

  • Ensure we are working within agreed brand guidelines at all times and help to reinforce the use of appropriate branded materials within the business.

  • Use the brand guidelines and utilise the brand value proposition guide and our engagement message matrix to create innovative, creative materials.

  • Keep up to date with competitor activities to review and revise our plans to keep us ahead of the competition.

  • Review activity performance against objectives to identify and implement lessons learned for continuous improvement.

  • Liaison with external suppliers and development of excellent relationships with creative agencies.

  • Build strong working relationships with key colleagues from across the business.

  • Work with the internal communications function to promote your contribution to the business.

  • Work with the data team to ensure we have complete and current customer data and we are utilising the data to meet our key objectives.

  • Liaise with customers to provide advice on how they can get the best out of our products and services.

 

Measures of success

  • Retention

  • Revenue from cross and upselling

  • Average customer value

  • Product usage

  • Net promoter scores

  • Case studies and testimonials

  • Engagement with communications (email opt ins, open and click rates; enquiries and responses; event attendance)

  • Awareness in the business of your contribution

 

Technical/job skills, qualifications and experience

  • Marketing qualification(s).

  • Demonstrable digital marketing experience

  • Experience of coordinating targeted communications via a range of tools in a marketing or customer engagement role.

  • A capable communicator (verbal, written and presentation) with experience of delivering complex messages to a variety of audiences.

  • Ability to write copy and apply our brand.

  • Team player, able to work with colleagues from many teams, individuals at all levels as well as external suppliers. Also capable of working on own initiative.

  • Self-starter who takes ownership and acts positively and pro-actively to make things happen.

  • Flexible approach to working. The ability to manage changing business and customer requirements.

  • Planning and organisational skills with the ability to manage multiple projects at the same time and work under pressure and to tight deadlines.

  • Passionate customer advocate.

  • Computer skills including good capability of using Microsoft Office products; Customer Relationship Management (CRM) software; Content Management Systems (CMS).

  • A commercial awareness and understanding.

 

Desirable

  • Experience working in a business to business environment.

  • Experience promoting technical products or services.

  • Experience of managing customer communications for subscription services.

  • Experience of improving customer journeys.