As Customer First Marketing Manager you would work closely with various stakeholders from all formats of the business, from Retail to Hilmore central teams or manufacturing and logistics. A major part of the role is to help our business become ‘near customer’ by facilitating Roundtables and connecting the business with our customers' needs by using a wide range of information to improve performance.

 

You will be required to influence stakeholders within the business on where and how to win by influencing improvements and actions against varied forms of customer feedback.

A confident and enthusiastic speaker who can facilitate and present content from Roundtables and Cashier Feedback to preparing content and presenting at Customer First event sessions to all levels including our executive leadership team.  Experience of completing and working to deadlines in a fast-paced environment is essential.

 

This is a secondment/fixed term contract of up to 12 months, however we have many opportunities across the business at any time, with numerous long standing colleagues having originally joined us on fixed term contracts.

Some of your responsibilities will include:

Drive improvement of NPS, reduce complaints, drive actions and improvements from roundtable, cashier and trustpilot feedback

Dissect data/customer feedback then prepare and present content to various teams across the business to

Owning the end to end process of Roundtable, Cashier and Trustpilot feedback collation, action planning and ensuring improvement is being made and working with suppliers to recruit customers

Support the embedding of tools and models such as the 555, Customer Pillars and Guarantees across all areas of the business

Deliver compelling and clear insight and customer feedback to the business, including presenting in regular forums with senior stakeholders and large groups of colleagues 

Plan the delivery of Roundtables for Hilmore teams and help facilitate roundtables, of which some would be at leadership events and exec meetings such as trade meetings

Develop authentic and strong relationships with key stakeholders, particularly within Retail and Commercial teams

Line management of Customer First Specialist to include driving high performance by coaching and development support

This role operates over a four & a half day working week. The successful candidate would be expected to work from from the office at least 3 days per week and also spend frequent time in stores to keep in touch with retail ways of working along with ability to work from home where necessary,