Senior Brand and Customer Experience Manager - FTC 12 months

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Lichfield

Brand and Membership

£75,000

Fixed Term

DIGITAL MARKETING MEMBERSHIP AND PR - 300600

Not Specified

Internal Advertising End Date:

Not Specified

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Senior Brand and Customer Experience Manager - FTC 12 months

What will you be doing?

As our Senior Brand and Customer Experience Manager, you’ll be leading our brand proposition across Food, Funeral and Membership.

By representing the voices of our Members and customers, you’ll help develop our brand strategy and champion our Member and customer experience.

You will optimise our Member and customer experience through the effective management of our Customer Services as well as handling escalated complaints in a timely and efficient manner.

In this varied role you will be developing and delivering the new stores and regenerations marketing plan to drive pre-opening awareness and engagement. You’ll also develop our retail proposition with a focus around increasing the appeal amongst young people.

You’ll deliver effective and engaging marketing campaigns which drive excellent in-store experiences, brand awareness and achieve key performance indicator (KPIs).

KPIs include:

Footfall

Basket spends

Frequency

New Member acquisition

As the voice of our Members and customers, you’ll be accountable for our Member and Customer insight panels (including the recruitment and engagement as well as cascading insight to relevant stakeholders)

Through ownership of our Member Engagement survey, you’ll share results and actions with the relevant stakeholders.

You’ll inspire and coach your 3 direct reports, in delivering against objectives as well as empowering them to reach their full potential.

You’ll develop a marketing strategy and channel plan which aligns to ASA Guidelines and industry best practice, whilst also ensuring our marketing channels promote our values and purpose.

You will also have responsibility for our brand guidelines and ensure all collateral is in line with the guidelines and tone of voice.

This role will see you collaborating both internally and externally from working with our internal stakeholders and Membership Community Relations Officers to managing agency relationships (such as media agencies), creative designers, external suppliers.

Utilising your skills and experience, you will oversee all creative outputs, engaging with external agencies/designers/contractors.

You will be supporting with our strategic direction and build supporting plans and objectives for the team to deliver against.

How will I know if I am right for this role?

To be successful in this role you will need to bring market research experience as well as a working knowledge of research methodologies. You’ll need to be experienced with above and below the line marketing as well as media planning and budgeting.

We are looking for someone who has a Marketing Degree (or similar) and experienced in Digital Marketing with an advance knowledge of digital channels, including paid and organic social media.

You’ll bring excellent communication, presentation and team management skills.

What is in it for me?

In addition to our competitive salaries, our colleagues also benefit from:

Fantastic colleague discount- including a discount of up to 20% on our products.

Retail discounts- our hub offers colleagues access to hundreds of exclusive retail discounts, savings on days out and holiday discounts.

Holiday buy- colleagues can buy up to a week extra of annual leave each year

Colleague recognition- we celebrate our colleague’s achievements both personally and professionally

Enhanced family friendly policies- to help you feel fully supported during any significant life events.

Colleague Dividend- We pay a share of our profits to eligible colleagues as a thank you for their contribution to our success.

Paid time for volunteering- we encourage our colleagues to spend three days per year taking part in volunteering, fully paid for by us.

Give as you earn- helping you support charities which mean something to you.

Healthcare Cashplan- your wellbeing is important, so you’ve got the opportunity to contribute into a voluntary plan that helps pay towards a range of healthcare expenses.

Company Pension- you can access a company pension scheme with us as well as access to Pension wellbeing information.

Life Assurance- after an initial qualifying period, you’ll get free life assurance cover, that pays your nominated beneficiary if you die while you’re working for us.

Personalised learning and development- with easy access to a wide range of training programmes

We’ve got you – our new colleague wellbeing campaign, making wellbeing benefits and resources accessible and relevant to the role that you do.

iTrent Financial Wellbeing (Wagestream)- offers something for all our colleagues, whether you want to track your finances, save some money, or access up to 50% of your earned pay flexibly in a way that suits you.

Workflex- all of our flexible working options in one place, including our 4 day working week / 9 day fortnight and hybrid working options.

To find out more about all of these plus many more reasons to join us at Central Co-op, please visit Rewards and benefits - Central Coop (careers.coop)

Everyone is welcome here We’re happy to make reasonable adjustments so that all our candidates can show us how they’ll perform their role. There is a section in the application form where you can provide any additional information. Please use this section to include any reasonable adjustments you need, and we’ll do our best to support you through our recruitment process

Who are we?

We’re Central Co-op, a Member-owned and Member-led co-operative Society.

And with us, you’re not just a colleague, you’re a Member. You’ll own a share of the business.

You’ll be able to make a positive impact in your community, joining us in our mission to create a sustainable Society, and working alongside a team of passionate people who’ll help you grow. To find out more about working for us, visit our website www.careers.coop

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