CRM Executive

Job Ref: DJEM1024
Job Title: CRM Executive
Location: South East
Salary: up to £26,000
Employment Type: FTC 12months

An excellent opportunity for an experienced CRM Executive to join the Marketing function of a growing business.

Responsibilities include:
• Creating multi-channel marketing campaigns using Adobe campaign
• Planning & building multi-channel customer journeys
• Planning, Designing and Executing data selections for mail and email activity
• Ensuring data is flowing correctly on campaigns, the customer journey is working as per expectations and analyse the campaign performance
• Analyse data and implement findings for use in marketing campaign

Experience required:
• Previous direct marketing experience
• Experience in running data checks
• A/B testing and analysis
• Managing multi-channel marketing campaigns
• Experience managing different stakeholders
• Experience using Adobe Campaigns
• Good Excel skills

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Customer Service Manager

Job Ref: DJHB1030
Role: Customer Service Manager
Location: Midlands
Salary: up to £48,000 per annum
Job Type: Permanent

Are you a customer-focused individual with a passion for debt and vulnerability?
Do you have strong people leadership skills and experience within a high demand call centre environment?
Are you looking to be a part of the evolution of an established brand within a regulated environment?
If so, we could have just the opportunity for you…

We’re currently partnered with a great brand to introduce a Customer Care Manager into their contact centre. Looking after a team of between 100-150FTE, you will be responsible for ensuring that the customers are at the heart of everything that takes place on site.
The business unit are focused on the recovery of existing debts and managing customer relationships; ensuring that vulnerability is recognised and assisted as much as possible.

The role will require you to:
• Manage a dynamic and varied team of advisors to maintain key KPIs within a busy call centre environment.
• Evaluate escalated concerns and action these to provide an outcome.
• Work proactively when the Head of department is offsite to maintain service delivery, maintain team morale and to effectively manage the operation day to day.
• Identify areas for improvement within the contact centre as the business goes through a cultural evolution.

You will ideally be:
• Experienced in working within a heavily regulated environment.
• Experienced in the delivery of departments for collections, debt and/or vulnerability.
• Able to motivate and collaborate teams within a contact centre environment.
• Inspiring with your leadership skills to create change, new opportunities and the development of a constantly evolving environment.
• Able to step into a more responsible role in the absence of the Senior leadership team.
• Able to evaluate performance metrics to identify training gaps, areas of success and areas that require improvement.

The business is looking for a passionate and driven leader to help them to improve their customer journey. With a clear focus on the debt, collections and vulnerability areas of the business, you will need to be able to demonstrate previous experience in this environment.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter any discussions or offer any assistance regarding sponsorship.

Director of Customer Operations

Job Ref: DJHC4292
Job Title: Director of Customer Operations
Location: South East / South Coast
Salary: Up to £120k salary + bonus + benefits
Employment Type: Permanent

I am looking for an exceptionally people focused Director of Customer Operations who has experience of driving results for the customer across Customer Experience and managing operational teams.

Responsibilities:
• Lead the Customer Operations Team (200FTE), including Customer Service, Customer Experience, Customer Insight, compliance and field based operations
• Through analysing customer needs, build a market leading Customer Experience process and monitor and improve this across the operation, and cross functionally
• Support customers throughout the customer journey ensuring they have an appropriate and exemplary level of support
• Drive the new multi-channel Operating Model embracing the people focused culture and tasking the operation on a journey
• Lead the development and training of the operational teams to successfully support customers through their customer journey and embed strategies and processes to improve service
• Set appropriate metrics and SLA’s to ensure performance is at an optimal level in both customer service and overall customer experience
• Represent Customer Experience excellence across the organisation, being the businesses Customer Advocate

Key behaviours:
• Self-starter, resilient, focused, a real achiever of results
• Excellent understanding and customer journey mapping and customer experience
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo

If you are interested in applying for this position, you will need to have a proven track record of leading large scale change whilst increasing performance in a multi-channel contact centre and customer experience environment.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter in to any discussions or offer any assistance regarding sponsorship.