Reporting into The Head of Central Operations this role will take ownership of marketing innovation and delivery to gain new customers, retain existing customers and deliver the Group’s occupancy growth goals.
To lead and manage the Sales and Customer Service Department including line management of the sales advisor ensuring the highest standards of customer service are achieved for existing parents and KPI targets are achieved for acquisition of new parents.
To lead and manage the Group’s communications ensuring delivery of quality content relevant to each of the identified key audiences including colleagues.
The post holder shall :
Positively contribute to the success of all aspects of the Childcare group as defined by the Group’s business plan, steering wheel and financial forecasts.
Work closely with the designated Society Marketing function to deliver marketing activities (both planned and ad hoc) to support the occupancy and sales targets of the nurseries.
To devise and manage the social media strategy for The Co-operative Childcare providing a medium to grow customers through education and engagement.
To provide marketing support for external and internal events maximising value and benefit to the brand, nurseries and colleagues.
To manage the Childcare online and offline marketing plans within the Childcare annual marketing budgets to support brand awareness and occupancy targets of the nurseries as well as the groups future growth plans.
To work with the Head of Central Operations, operational and nursery managers, and the societies PR consultants, to maximise the potential for both localised and national PR as a way of promoting individual nurseries and The Co-
operative Childcare brand while complying with agreed branding rules. Regularly review the brand strategy with the Head of Central Operations, monitoring trends and evaluating brand recognition
To manage the ongoing development of The Co-operative Childcare website, constantly improving the usability, design, content and conversion rate.
Work with the society e-commerce team and external digital agencies to manage and deliver the digital strategy and provide ownership throughout the team of the creative content of childcare website, ensuring the website is a leading childcare provider website at all times.
Manage the re-branding and subsequent re-launch for any new nursery acquisitions and refurbishments, ensuring all key stakeholders are communicated to effectively and key milestones are achieved throughout the refurbishment process.
Ensure all acquisitions are successfully integrated to the Co-operative Childcare brand in a timely manner by providing all marketing materials and website content.
Support society marketing activities and events managing any childcare marketing involvement. Work closely with the PR Company to ensure that PR is maximised on a local and national level for events, acquisitions and promotions.
Manage the marketing calendar including all marketing activities i.e. open days, promotional events and other local marketing initiatives, ensuring the team work closely with nursery managers and area managers with emphasis on supporting those lower occupancy nurseries as required.
Monitor the marketing budgets to ensure efficiencies are achieved and overall budgets are not exceeded. Provide regular updates and reports on the financial return of marketing investment.
Manage and ensure the customer service / sales advisors provide exceptional customer service to both internal and external customers reviewing and adapting the end to end customer journey for optimum efficiency.
Lead the delivery of the Sales and Customer Service Teams strategy, SLA’s and KPI’s including conversions and response times of customers enquiries, complaints and general enquiries.
Manage the Mystery Shopper process to ensure Nurseries deliver the best conversion of showarounds, and be proactive in sharing results and suggesting improvements with the Operational Management team.
Take reasonable care for the health and safety of themselves and of others who may be affected by their acts or omissions at work.
In addition, all employees are expected to work within the terms of their contract of employment and adhere to Society policies and procedures.
Person Specification Co-operation
Good planning and organisation, excellent time management skills
Build relationships with other Co-operative Societies.
Possesses sound team working skills, i.e. working with others from different disciplines to achieve common goals.
Excellent people and communication skills, both written and verbal.
People management skills; Effectively communicate to different levels of recipient.
Focused on ensuring successful outcomes for customers and colleagues
Adapts style of communication to audience with the ability to communicate information clearly and effectively
Understand the importance and requirement for high standards of written and verbal communication.
Empathetic customer service skills
Maintains all health and safety procedures
High level of attention to detail
Able to work well under pressure and to deadlines
Positive attitude to acquiring new skills
Planning and organisational abilities
React positively to rapidly changing priorities
Confident at presenting detailed information to varied audiences
Ability to work on own initiative
Drive for achievement
Good IT Skills Word, Excel and Powerpoint
Ability to maximise sales and has an understanding of the key relationship of a quality environment and commercial performance
Marketing degree or equivalent
Experience in managing a sales team