The Role...
The job holder will be responsible for the handling of all onboarding, enrolment, course, course conclusion and alumni comms through various mediums you will be the Liaison between teams and individuals across Marketing Week’s Mini MBA and Xeim.
As the face of learner communications, they will ensure that the high standard required for Client/Customer/Internal Stakeholder Services is met and maintained.
What you will be doing...
Key Accountabilities
Operational
* Work closely with both the Director of operations and delivery and the community manager to support our learners through their learning journey.
* Regularly report on learner numbers and engagement .
* Keep Salesforce, Fresh Desk and course registration records up-to-date.
* Identify and communicate Customer/Client issues and concerns where appropriate
* Create and deploy a communications schedule for all courses.
* Create and update welcome packs, FAQs and other course literature.
* Work across product areas as required.
* Liaise with the Internal Teams to identify opportunities for improve service, performance and efficiencies
* Liaise with the Sales and Marketing teams to identify risks to revenue, renewal, cross-sell or up-sell opportunities
* Manage course content across all Mini MBA courses.
* Utilise multiple platforms and communication channels to support learner journeys.
Success Measures
* Customer/Client feedback/NPS remains at a consistent level
* All queries are answered in a professional and timely manner.
* Evidence of collaborative and productive working relationships across the business
* Communications handled effectively between Depts.
What we need from you...
Behaviours and Knowledge
* A passion to put Customers first and to ensure that a high standard of Customer Care is achieved and maintained.
* Excellent communication skills – face to face, over the phone and via email – with an aptitude for solving problems
* Able to multi-task and keep calm under pressure
* Proactive attitude and motivated to learn new skills and take on new challenges
* Confident to raise issues, queries or concerns and escalate as required
* Technically minded and detail orientated
* Experience of Microsoft Office, pardot, exact target desirable.
Desirable
* Previous Customer Care Experience
* Commercial, Marketing or Sales experience
* Working knowledge of Salesforce
What we can offer you...
* 25 days holiday, increasing by one day p.a. to a maximum of 30 days for every year served
* Medicash health plan
* Stunning Waterloo offices with views of the Thames plus complimentary barista coffee / free bar / table tennis tables – the works
* Complimentary access to accredited training programmes worth thousands of pounds including our Mini MBA
* Active Diversity and Inclusivity agenda (DICE – Diversity Inclusion, Culture, Engagement)
* Annual Wellness Day
* Share Incentive Plan
* Give as you Earn Scheme