Requirements
* We are looking for someone who is able to be both a skilled project manager and an effective customer-facing communicator. You are able to work with internal stakeholders, managing projects with various stakeholders, including the Post Production team in France.
* You need to be able to handle objections from customers, ensuring a positive outcome when the customers and our creative vision may differ.
* Exceptional organisational skills, ensuring each project is a success from end to end.
* You are able to organise a video and photo shoot, arranging for a freelancer to be there, whose skills match the clients' needs. You will be responsible for ensuring the filming schedule is achievable and that the content delivered is both within our guidelines and delights the customer.
* Excellent verbal and written communication skills. You have a knack for writing clearly and concisely while also feeling comfortable speaking with various stakeholders at various levels, in and out of the business.
* You need to be based in London to be able to attend our UK shoots.
What the job involves
* As a Customer Experience Manager, your role is to lead the creation, delivery, execution, onboarding, and support for our customers' Employer Branding (EB) content in the UK. You will become the UK expert on EB content.
* Customer management and support: You will guide customers through the EB process, ensuring they are prepared for and happy with the outcomes. You will be the main point of contact throughout the process, from onboarding them to seeing the content go live. This includes attending the shoots to ensure the day is a success. You will also gather feedback to make continuous improvements.
* Production support: You will be overseeing our EB customers in the UK and responsible for the delivery of their high-quality video content. This involves coordinating and working with the global in-house production team.
* Freelancer Management: You will be the main point of contact for all UK-based freelancers. This includes onboarding them onto our tools, scheduling them for shoots, and providing them timely feedback on both their content and the shoot.
* Process creation: You will analyse the current processes, driving improvement to the customer journey as we adapt our EB offering in the UK. You will help shape the future of UK-based delivery and production, working closely with the global team. This could involve revamping how we hire and onboard freelancers. Internally, it can also involve improving the pitch process, knowledge base, and working with the Customer Care team to develop resources.
* Reporting to Ellie, who leads our Customer Experience team, working closely with the global production and customer experience teams based in France.
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