Customer Happiness & Engagement Mgr

Customer Happiness Strategy (Unreasonable Hospitality):

· Implement creative strategies to surprise and delight customers, including exclusive offers and personalized communications. Regularly ideate with the team to develop scalable, boundary-pushing customer service initiatives aligned with business goals.

· Develop systems to collect and analyze customer feedback from various channels, using insights for continuous service improvement. Maintain an active feedback loop to enhance customer transparency and trust.

· Conduct regular training to embed the principles of Unreasonable Hospitality among all customer-facing staff. Maintain a comprehensive guide with case studies and examples to standardize exemplary service.

· Integrate the ethos of exceeding customer expectations into all company policies and interactions. Promote a culture that celebrates and rewards innovative customer service, using success stories to motivate staff.

VIP Community Management

· Lead the management and growth of the TJC VIP closed Facebook community.

· Engage members with regular updates, exclusive offers, and interactive content to build a loyal and active community.

· Analyse engagement metrics to refine and optimise community interactions.

TJC Reels Project Management:

· Oversee the strategic planning and execution of content for TJC Reels on the website.

· Collaborate with the marketing and content teams to develop compelling video content that engages viewers and promotes the TJC brand.

· Measure and report on the success of content initiatives, using data to drive future content strategies.

Voice of the Customer (VoC) Analysis:

· Lead the collection and analysis of customer feedback from various channels to identify trends and improvement areas.

· Prepare concise reports with actionable insights for senior management, guiding strategic decisions across departments.

· Facilitate cross-departmental collaboration to ensure customer insights influence business strategies and operational practices.

· Establish a feedback loop to continuously adapt and enhance customer interactions, promoting a customer-centric culture within the company.

Performance Analysis:

· Regularly assess the effectiveness of customer engagement initiatives and adjust strategies based on analytical insights.

· Prepare detailed reports on engagement activities, demonstrating their impact on customer satisfaction and overall business objectives.

· Proven track record in customer service, community management, or a related field.

· Exceptional leadership and communication skills, capable of nurturing a team and community.

· Creativity and strategic thinking in developing engagement activities and content.

· Strong analytical abilities to track engagement metrics and adapt strategies accordingly.

· Proficient in digital marketing tools and platforms, with a strong understanding of social media dynamics.,

• Customer service: 3 years (preferred)
  
  ME Profit Share (if applicable)


• Pension Scheme


• Medicash Health Plan


• Life Insurance


• Day of on Birthday


Perks

• EAP (Employee Assistance Program)


• Free breakfast, fruits and energy bars (for London office)


• Free Parking Space


• Employee Discounts


• Employee Referral Program


• Cycle to work scheme.


• Employee Awards.


• Culture of openness and flexibility allows employees to keep growing and gravitating to roles that fit their talents and passions."


Job Type: Full-time

Pay: £29,000.00-£32,000.00 per year

Benefits:

• Bereavement leave


• Company events


• Company pension


• Cycle to work scheme


• Employee discount


• Health & wellbeing programme


• Life insurance


• On-site parking


• Referral programme


Schedule:

• Monday to Friday