Engagement Coordinator

Salary: £26,000 - £28,000 pa

Industry: Automotive

Job Type: Permanent

Location: West Midlands

Reference: 27157-sw

Expiration date: 06 June 2017

Job Purpose This position will be a focal point for delivery of all customer engagement projects across the Company. This will include coordinating all aspects of the welcome and loyalty strategy including creation and execution of personalised digital & printed content to our global customer base. Liaising with suppliers of the company approved contact plans will be a key feature of this role who will be responsible for the creation and execution of the Company’s corporate gifting strategy. This role will also be responsible for supporting our Regional colleagues to deliver regionally relevant customer content.

Key Responsibilities & Tasks:

  • Creation and management of the Company’s Engagement initiatives to support the Company’s Engagement strategy
  • Advise central and regional colleagues in creation and execution of Engagement initiatives
  • Proactively support internal stakeholders to ensure understanding of the Company’s Engagement Strategy (Marcom, Customer Insight, Experiences Team, Aftersales, Regional teams, etc.)
  • Measure the business impact of Customer Engagement initiatives and communicate to the Senior Exec Team via tailored reporting
  • Input to customer database accuracy and cleansing processes
  • Manage communication to the Company’s global dealer network of Engagement initiatives
  • Responsible for defining and automating key steps in the Customer Journey:
  • Execution of tailored, automated engagement initiatives to ensure appropriate engagement of the Company with all customer, integrated with dealer contact strategies
  • Ensure that an agile approach to the Company’s Contact Plan strategy is adopted to address specific business needs as they arise (I.e. customer satisfaction / reacting to customer survey results)
  • Maintenance & development of Engagement ideas, jointly with central functions and regions
  • Become subject matter expert for Engagement initiatives:
  • Leverage existing suppliers and content
  • Develop strategies for new models and projects
  • Support launch activities with brand appropriate new initiatives

Qualifications & Experience:

  • Marketing or equivalent business degree / CIM diploma in marketing or business/ economics/project management qualification or. Business/Economics/Management senior qualification
  • Fluency in foreign languages desirable
  • Hands-on practical experience of customer engagement in a luxury brand environment in a commercial/retail capacity
  • Previous knowledge and experience of working in cross-functional teams
  • Experience in planning, implementing and measuring individual direct marketing campaigns via simple, highly visual reports
  • Thorough knowledge of MS Outlook, Excel (including pivot tables, chart creation), Word, PowerPoint, Access, Lead Management, campaign systems.
  • Proven project management, dealer & cross functional influencing skills
  • Previous knowledge and experience of implementing customer contact programmes within the luxury and/or retail sales sector
  • Demonstrates excellent verbal and written communication skills, - able to influence/counter argue senior management & dealers
  • Working knowledge of industry wide marketing best practice
  • roven project management & cross functional skills
  • Excellent organisational skills with an analytical approach to problem solving
  • Previous experience of managing agencies & third parties
  • The capability and commercial awareness to identify opportunities to improve conversion, retention and repurchase rates
  • Analytical and reporting skills to measure business impact of the Contact Plan and/or Marketing processes (ROI)
  • Team player, self-motivated and focused on results with good organisational and negotiation skills
  • Possess the drive and passion to positively affect culture change and gain buy-in of all stakeholder groups
  • Excellent attention to detail
  • Proactive and flexible approach to a constantly developing environment
  • Capable of working as a part of a small team and to work cross functionally to deliver goals
  • Able to deep dive into detail fixes - rolling sleeves up to get the job done