Customer Experience Marketing Manager

As Customer First Marketing Manager you would work closely with various stakeholders from all formats of the business, from Retail to Hilmore central teams or manufacturing and logistics. A major part of the role is to help our business become ‘near customer’ by facilitating Roundtables and connecting the business with our customers' needs by using a wide range of information to improve performance.

You will be required to influence stakeholders within the business on where and how to win by influencing improvements and actions against varied forms of customer feedback.

A confident and enthusiastic speaker who can facilitate and present content from Roundtables and Cashier Feedback to preparing content and presenting at Customer First event sessions to all levels including our executive leadership team.  Experience of completing and working to deadlines in a fast-paced environment is essential.

Some of your responsibilities will include:

• Drive improvement of NPS, reduce complaints, drive actions and improvements from roundtable, cashier and trustpilot feedback

• Dissect data/customer feedback then prepare and present content to various teams across the business to

• Owning the end to end process of Roundtable, Cashier and Trustpilot feedback collation, action planning and ensuring improvement is being made and working with suppliers to recruit customers

• Support the embedding of tools and models such as the 555, Customer Pillars and Guarantees across all areas of the business

• Deliver compelling and clear insight and customer feedback to the business, including presenting in regular forums with senior stakeholders and large groups of colleagues 

• Plan the delivery of Roundtables for Hilmore teams and help facilitate roundtables, of which some would be at leadership events and exec meetings such as trade meetings

• Develop authentic and strong relationships with key stakeholders, particularly within Retail and Commercial teams

• Line management of Customer First Specialist to include driving high performance by coaching and development support

This role operates over a four & a half day working week. The successful candidate would be expected to work from from the office at least 3 days per week and also spend frequent time in stores to keep in touch with retail ways of working along with ability to work from home where necessary,

We’ve built an incredibly diverse business, and we’re working hard to make sure we truly represent the communities we serve. One of the best things about working with so many different people is having the opportunity to listen, learn and connect with lots of different views, perspectives and beliefs. For this role, we’re looking for someone who has:

• Relevant academic qualifications ideal but not essential, equally value workplace experience 

• Ability to collate information, make sound recommendations as to actions and solutions to improve and then finally track progress against performance

• Strong written, visual and verbal communication skills

• Ability to produce and prepare professional presentations and papers

• Data literate but also with an understanding of how to convey the story that sits behind the data

• Strong organisational and prioritisation skills, with the ability to work to changing time and resource constraints

• A passion for doing the right thing by customers with a high level of drive and personal resilience

• A positive, ‘can do’ attitude

Our modern Head Office on the edge of Bradford is home to our different support teams from tech, marketing and finance to HR, trading and supply chain.

Alive with activity, this is where decisions are made and our corporate teams make sure everything runs smoothly. Here, you’ll find comfy breakout areas, a coffee shop, newsagents and subsidised restaurant all within commuting distance of Leeds, Manchester and the Yorkshire Dales - always with free parking.

We host regular seasonal events and you’ll often find our suppliers on site sharing details of their latest product. We’re also committed to fundraising for our current charity partner.

Our business is fast paced and ever changing, as such we’ve lots of opportunities for you to play your part in our success. We’d love to meet you…

Some of the benefits you can expect as follows;

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