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Head of Customer

McColl's Retail Group
Job LocationBrentwood
EducationNot Mentioned
SalaryCompetitive salary
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Competitive salary and company carLocation: Flexible (occasional travel to the Retail Support Centre in Brentwood is required)Work pattern: 5 days per week (35 hours) -flexible working availableMcColl’s Retail Group (MRG) are a leading neighbourhood retailer serving the Convenience and Newsagent sectors with a strong national presence throughout the UK.We are currently looking to recruit an ambitious and highly talented individual to take on the role of Head of Customer within our busy Marketing Department. Reporting to the Customer Director, the key purpose of this role is the key purpose of this role is to identify and develop all culture, process and performance improvements and efficiencies for the customer and for leading/developing a team, who typically deliver customer interactions across multiple channelsKey Responsibilities

  • Manage customer service team responding to all phone calls, emails, letters and social media posts effectively and in a timely manner
  • Plan and execute customer strategy including research, insight, brand tracking, customer experience, customer service and coupon at till
  • Commission research appropriate to objectives and budget constraints to provide valuable business insight
  • Continually review changes to the market, consumer trends and the activities of competitors
  • Presents to the board and key stakeholders U&A brand tracking, CX program and market insight via Nielsen & IRI, ACS, IGD, Kantar
  • Set the brand standard for the customer experience, engages effectively with Retail Operations to land and track the new standard
  • Manage the coupon at till program ensuring customer offers drive sales and margin, leveraging support and income from Suppliers
  • Track standards in all stores helping to improve overall satisfaction and sales
  • New Roles Summary
    • Essential Requirements
  • At least 7 years of proven experience in customer service, insight and research ideally working in the Retail sector
  • Operates a start-up mentality - able to affect change and challenge the status quo
  • Analytical and commercially astute
  • Strong interpersonal and communication skills
  • Critical-thinker and problem-solver
  • Has gravitas, can engage with senior stakeholders and challenge business thinking
  • Adopts a hands on approach as well as able to see the bigger picture
    • Along with a competitive salary we offer many other benefits that you would associate with a large retailing group including a company car, colleague discount, holiday extra scheme and company pension.To apply please email a current CV and salary expectations (please note only suitable applicants will be contacted for interview.)The closing date advertised is the latest date that this vacancy will close. If we reach the maximum amount of applicants this vacancy may close before the advertised date. Required skills
  • Analytical
  • Commercial Awareness
  • Interpersonal Skills
  • Problem Solving
  • Critical Thinking

    • Keyskills :
    Commercial Awareness Problem Solving

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