WHSmith Jobs – Engagement Manager

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

Apply Here