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Website WHSmith
Job Description:
It’s an exciting time at WHSmith, as part of our continued growth we’re looking for an experienced, driven Engagement & Customer Service Manager to join our London Head Office. This is a brilliant opportunity for an established Customer Service Manager to grow a function to their vision, to support the growing Travel business!
Job Responsibilities:
- Accountability for key messages to include: Store Operations Director Messages, Weekly Newsletter, Seasonal Cascade Messages, Incentives and Briefing Sessions
- Full understanding of our D&I & Wellbeing programme, integrated into our comms strategy
- Define and execute Store Team Recognition (weekly and through incentives/briefing sessions)
- Support the customer service impact or requirements for new initiatives/ranges launching within Travel
- Define the Customer Service Proposition for each trading season by format (ensuring we have the correct tools and training to support it)
- Accountability for Travel Intranet and Travel Connect engagement plan, to include Homepage images
- Ownership (flag to external teams the need to update) of all online(Intranet) content relating to Customer, Store Standards or People
- Lead engagement through other media for example video or live chat/social media platforms
- Lead the store comms strategy (annual schedule of comms linked to the engagement plan to include external events to drive performance)
Job Requirements:
- Ability to lead projects, influence and update at all levels within the organisation
- Strong background in Customer Service
- Strong understanding of online content-based systems (Intranet)
- Ability to work as part of a team and cross-functionally
- Excellent planning and organisational skills
- Able to deliver effective communications, through outstanding grammar and written communication
- Able to work under pressure and continually change priorities to maintain all deadlines
Job Details:
Company: WHSmith
Vacancy Type: Full Time
Job Location: Aldgate, England, UK
Application Deadline: N/A
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