Job Description

Job Advert

Customer Experience Executive

To focus on proactively handling the emotion-based experience of our customers in the UK and to truly innovate when it comes to creating moments of wow within the customer journey



You'll impact the growth of the business by increasing our new customer numbers and heavily impacting our retention rates, creating an organic impact that supercharges our word of mouth marketing, brand loyalty and advocacy.


You'll be targeted on a variety of customer focused KPIs which will ultimately lead to growth of the business.



Your commercial eye will look to hit your targets as efficiently as possible for the business and your creative flair will look to do this as impactfully as possible for our customers as they experience our brand through the touch points you control. As such you'll be challenged to manage your commercials and the brand in all aspects of your role.



You'll be part of team of 6, with your colleagues executing the same strategy, with a language asset that differs to yours.



The Customer Experience Team is the place where we are the custodians of customer experience and emotion.



Whilst you'll be a number and target driven person and your understanding of brand management and focus on the customer will be a key driver in the way you manage our brand proposition with integrity and passionate focus on the customers perception and experience.

Immediate Responsibilities and Hot Projects

Plot, Plan and Deliver on the following:



1. Be actively involved in driving change from a service based to experience-based approach to Customer Management


2. Take on the implementation of core KPIs to measure our effectiveness in executing our Customer focused strategy


3. Relentlessly focus on increasing our Trust Pilot and NPS rating in all countries to be best in class

Day to day responsibilities

1. Deliver personalised advice reactively and proactively to our customers through various communication methods, such as phone calls, live chat, email and social media


2. Manage real-time Social Media DMs, helping to build our communities and deliver a real time, personalised experience to our customers


3. Handle operational elements of our customer's experience with the brand including order and delivery queries


4. Manage your daily tasks, output and achievement to set KPIs, with the goal of outperforming to expectation


5. Constant management & delivery of key performance targets


6. Ensure the brand is represented to the highest possible degree in all interactions, posts, engagements across all countries at all times

Requirements

1. A team player and lover of hitting targets


2. Growing strategic mindset and appreciation


3. Creative and lover of brands


4. Passionate about service, helping people and getting a kick on the extra mile


5. Avid self-learner & teacher


6. You have high standards for quality of delivery from yourself and from others


7. You are great at building positive, productive relationships


8. You have excellent interpersonal skills, and you are able to clearly communicate


9. You are a highly motivated self-starter with a flexible, can-do attitude

Essentially required

1. Language capabilities and high standard of written and spoken English


2. Customer service or sales experience - we need to see you can handle people effectively


3. Proven experience and an impressive track record of self-development


4. Creative, high energy, innovative, proactive and resourceful individual ready to take on a challenge


5. Proven track record of delivering to target


6. Relationship builder at speed and scale and able to show evidence of this


7. Passion for health, fitness and training

Core Behaviours

Pace:

Know that speed is your greatest ally. It builds momentum and is key for growth. Go fast.

Communication:

Know that team is your greatest asset. Talk to them face to face, Don't try to go alone.

Trust:

When you say you'll do it, do it. When someone asks for help, you give it.

Transparency:

Nothing is off limits, to anyone at any time. Remove walls & call out red tape.

Challenge:

Get comfortable with feeling uncomfortable. We need you to go where you're scared to.

Learn:

Drive a culture of experimentation and continuous improvement. *

360 Management:

Manage up, down and across. Regardless of title, everyone is a leader. So Lead.