PR Manager

Job Description

A.R.M Personnels client currently have a vacancy for a Customer Experience and PR Manager at their Castle Donington site. Working Monday to Friday 40 hours a week offering a competitive salary, 28 days holiday and a company pension scheme.Reporting directly to the Commercial Director, this role is responsible for ensuring that our customers receive a first-class customer experience, support and continuity that they require daily. This will involve all aspects of the customer experience as well as generating and presenting accurate and professional management information.There is also a direct link with the Operations team to ensure smooth operational communication between Moran operations and the nominated stakeholders within the customer’s organisation.In addition, there is a responsibility for keeping the company social media platforms and website content relevant and up to date, as well as improving online marketing activity and improving brand knowledge/perceptionKEY ACCOUNTABILITIES:• To work as part of the Commercial Team to retain existing customers, grow our share of wallet with them and improve profitability.• To beat agreed key performance indicators as set by Line Manager.• To use the Microlise/TMS systems to enhance the customer experience.• Complete detailed analysis on performance measures to ensure that any key trends are identified, communicated where required and improved.• Play a key role in the communication process with the key customer stakeholders.• Produce weekly/Monthly status reports for customer reviews, showcasing performance and working with colleagues in the Commercial Team to create proactive plans to deal with any under achievement.• To proactively deal with customer issues promptly and always look to provide solutions.• To build excellent working relationships with all customers at all levels.• To create robust planned vs actual reports and create strong relationships with Operations and Planning teams.• To improve visibility of operational statistics and showcase department to existing and new customers.• To generate and circulate time critical and accurate reports to the business.• Build understanding of customer contracts and identify value add opportunities as appropriate.• To constantly review working processes with the business to ensure best practice.• Work with the on-site teams to ensure the smooth implementation of new business initiatives.• Identifying efficiencies to reduce costs for the customer and increase efficiency/profitability for Moran Logistics.• To work as part of the commercial team to deliver against agreed new big targets from existing and new customers.• Website and social media ownership, promoting positive PR about changes and updates in Moran business in line with agreed publication schedules.• Updating website content, analyse performance, increase brand awareness and lead generation.• Work as part of the Commercial Team to use online marketing tools to communicate with customers and stakeholders in the drive for growth from both existing and new business• Consider other business development potential, developing new methods to improve general marketing activity - internal or external to the company.KNOWLEDGE, SKILLS, EXPERIENCE• Must have previous customer service experience.• Experience of working in a transport or distribution environment is highly advantageous.• Able to use Microsoft packages including Excel, Word and Outlook proficiently.• Previous experience of vehicle tracking and transport management software would be advantageous.• Well organised with acute attention to detail.• Must have excellent communication skills and a confident assertive telephone manner.• Must have a tenacious outlook.• Display a positive "can do" attitude at all times.• Social Media management experience.• Knowledge in using Google Analytics and E-Marketing tools.• Comfortable using CRM systems.• General understanding of marketing and communication.• Excellent interpersonal skills• Ability to meet tight deadlines and timescales.• Strong attention to detail.• Operational and commercial experience beneficial.