Role : Client Engagement Location : Manchester, UK Full-time
The world’s leading audio branding agency, PHMG creates technology-fueled, creative branding solutions to help businesses across the globe make the most of every audio touchpoint.
Our global client base reaches across 54 countries and we’re investing in ensuring that each of our 36,000 clients has an unrivalled customer experience.
We require a Customer Journey Manager to play a vital role in improving our client experience for all our global brands, including Coca-Cola, Samsung and Adidas.
The role of this individual will be to translate strategy into action by clarifying goals, assessing risk and impact, and developing new customer journeys.
You’ll be a methodical, organised individual with proven experience in change management and process improvement. With your ability to work under pressure and take initiative, you’ll thrive within our high-performance culture.
With a strong focus on business transformation and customer experience (CX), you’ll help to revolutionise our world-class standards of client experience by auditing our workflows and planning and executing effective solutions.
With a specific focus on in-life and retention, you will explore further opportunities to streamline process, and improve advocacy and renewals, by implementing enhancements across all customer touchpoints.
Your focus in this role will be to use current performance, insight, design and end-to-end’ thinking to drive customer centric change and improvements.
What you’ll be doing :
Complete ownership of the in-life and retention stages of the customer journey
Capturing workflows through audit and assessment
Defining a robust process for data capture and continuously improving technology platforms at all touchpoints
Mapping and identification of painpoints in customer journeys, design future journeys and drive implementation of actions to close gaps
Leading the development of our customer journey across functions and countries in close cooperation with relevant stakeholders
Ensuring development and implementation of best practice framework / methodology for improving and digitising the customer journey
Leading and facilitation of customer journey processes and project management
Project management planning initiatives, executing solutions and tracking deliverable completions
Determining timeframes, dependencies and potential over-runs
Visualising and mapping our current and desired processes
Alignment of commercial / client strategy with projects managed by technical Business Analysts in our in-house development team
Identifying risk and opportunity for review
Setting and delivering business transformation vision and strategy
What you’ll need :
Organisation, accuracy and excellent attention to detail
Experience in customer journeys and experience
Knowledge of business process analysis and design techniques, including the use of modelling and collaborative tools
Demonstrable experience of business analysis and successful business change
Dedication to your team with drive and initiative
Ability to multitask and work under pressure
Flexible, enthusiastic and proactive approach to work
Excellent interpersonal and communication skills
Articulate and friendly approach
Lean Six Sigma certification (desired)
What you’ll get in return :
Competitive salary and rewards
Career development and progression directly linked to your performance
Free gym membership at PureGym
Time off to celebrate life events
Smart pension scheme following a three-month probationary period
Life insurance and critical illness cover