Loungers operates nearly 300 sites across 3 different brands - Lounge, Cosy Club and Brightside. Customer feedback is critical to the success of what we do and is at the heart of our business. The role of the Customer Insights team is to help digest and collate feedback and insights from our customers to assist with Operational success. As the business grows (we're opening another 35 sites this year alone!) we are now looking for a Customer Insights Co-Ordinator to join the team. The ideal person will have some experience working in the hospitality industry and have a genuine passion for excellent customer service.
The role in a nutshell:
1. Complete daily and weekly reporting for all three brands with a focus on delivering timely and actionable insights
2. Maintain and populate internal reporting templates
3. Support Ops & ROMs with ad-hoc reporting requests
4. Oversee admin requirements for feedback platforms, ensuring that site queries and new starter requests are dealt with quickly
5. Support Ops/site teams with open customer cases, ensuring customer complaints are dealt with in an efficient and timely manner
6. Continuous improvement of internal reporting, considering different audiences
7. Support in running of customer focus groups and customer research projects
8. Assist in analysis and presentation of customer research projects
9. Create and deliver compelling presentations, reports, and dashboards that clearly communicate insights and trends to stakeholders
10. Monitor key performance indicators (KPIs) and provide regular updates on customer behaviours
About you:
1. Confident in using Microsoft Excel, Word and PowerPoint
2. Able to manage own workload
3. Curious and analytical mindset - able to identify trends in customer feedback and dive into the detail
4. Confident communicator (written & verbal) - this role will require collaboration with multiple areas of the business
5. Excellent attention to detail
6. Hospitality experience preferred
The good stuff:
1. Fun office in the centre of Bristol
2. A culture that appreciates ideas and celebrates individuality
3. 50% off food at all Lounges, Cosy Clubs and Brightsides
4. 10% bonus
5. Pension contribution
6. 24/7 mental health support
7. Amazing events including LoungeFest - our annual company festival - Christmas parties and more
8. We want to work with nice people so if you want to work hard, have fun and be part of the Loungers ride, we'd love to have you.
Location - Bristol HQ - 4 days in the office with option for 1-day WFH
Working Pattern - Monday to Friday 8am-4pm (or 7am-3pm) with occasional weekend work (to cover holidays) #J-18808-Ljbffr