Remote Senior Customer Executive

THE ROLE

The Senior Customer Executive is a proactive individual eager to cut their teeth and get stuck into a consumer facing role supporting a major sporting event. As the Senior Customer Executive, you will oversee the day-to-day facilitation of the customer journey for London’s J.P. Morgan Corporate Challenge (JPMCC). This includes the management of registration systems, enquiry lines, data, fulfilment requirements, complaints and reporting.

You will be honing your skills, learning to work autonomously and make key decisions on a day-to-day basis. You will communicate regularly with an Account Manager and other worldwide Series leads to ensure all client KPI’s are being adhered to.

You will develop a strong understanding of the JPMCC and will be seen as a central point of knowledge for the customer’s experience. You ensure that Customer Service representatives are knowledgeable, informative and maintain the high standards set for J.P. Morgan, representing the correct tone of voice and striving towards campaign objectives.

RESPONSIBILITIES

CUSTOMER EXPERIENCE

• Work closely & aligning with OBE Digital & Customer team who manage the JPMCC series customer experience journey
• Represent the voice of the customer and provide advice to project teams where appropriate
• Implement processes and/or technology systems required for the customer journey of a campaign/product
• Strive for continuous improvement in customer experience across all touch points
• Proactively monitor, recommend and implement updates where appropriate to documentation / websites / signage etc. in order to enhance the customer experience
• Work with Account Managers to ensure information is correct and aligned, and offer advice on the campaign experience from the customer’s perspective
• Management of customer enquiry lines, including but not limited to email inboxes, phonelines
• Hold a full understanding of the registration platforms through test and feedback processes, and have the ability to troubleshoot issues / contact necessary external suppliers to resolve queries
• Management of race pack collection at J.P. Morgan offices and information points at live events

DATA & FULFILMENT MANAGEMENT

• Providing regular reporting for wider team, and inputting into Client reporting where appropriate. Use these reports to identify trends that can be used to improve the customer’s experience
• Ensure compliance with GDPR regulations & support the co-ordination of appropriate training for staff members handling data
• Management of fulfilment requirements for relevant campaign materials, including but not limited to:
• Managing the relationship with the fulfilment providers including budget and timelines
• Exporting, cleaning and providing data following GDPR guidelines to the fulfilment house for processing
• Manipulating data where relevant to allocate race numbers as appropriate

FINANCE & PROJECT MANAGEMENT

• Daily use of company finance management tools for raising purchase orders, submitting/providing invoices and monitoring areas of the budget allocated to Customer processes
• Daily use of company project management tools to set and track deadlines under Customer responsibility

PEOPLE MANAGEMENT

• Working with Account Managers, supporting the day-to-day resourcing of temporary Customer Service Executives during campaigns, including but not limited to:
  • Helping to resource peaks and troughs appropriately
  • Helping to assign responsibilities within campaigns
  • Support recruitment of short and long term Customer Service team members
  • Support on boarding & training of Customer Service team members
  • Producing documentation for tracking Customer processes, ie. ‘How-To’ guides, ‘FAQs’ etc good working relationships with all areas of the business

ABOUT THE PERSON

As the Senior Customer Executive you have:

• A drive for excellence within customer service
• An interest in experiential marketing in the sport and entertainment space
• Excellent verbal and written communication skills
• Experienced Microsoft Office user (namely Excel) & strong data handling skills
• Excellent administration skills
• Excellent team working and collaborative skills
• Strong time management & organisational skills
• A calm manner under pressure and are approachable at all times
• Analytical and numerical skills
• A pro-active and can-do attitude

PACKAGE

Contract: Fixed Term Contract (06 January 2025 to 31 July 2025)

Hours: 37.5 hours a week

Location: Remote (with recommendation to attend Soho Works, 180 The Strand the 1st Wednesday of each month).

Salary: £26,000 (pro rata)

Holiday: 20 days annual leave (pro rata), Bank Holidays & time off in lieu for every weekend day worked

Benefits:

• Pension contribution
• Birthday entitlement
• Flexi Friday and working policy
• Professional development and training
• Approaches to wellness and physical activity
• Quarterly team outings

THE APPLICATION PROCESS

We treat all applications on a level playing field, we are striving to create a diverse team that share different cultures, backgrounds and experiences to inform and enhance the campaigns we create.

To apply for the role please submit your CV and covering letter outlining why you are right for the role.

The closing date for applications is Wednesday 13th November