Senior Customer Experience Executive - Leeds, United Kingdom - Jet2 and Jet2holidays

Jet2 and Jet2holidays

Verified Company

Leeds, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Permanent

40 Hours

Salary

Excellent

Country

What you will be doing...

Reporting to the

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Customer Experience Lead, the
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Senior Customer Experience Executive will join the team responsible for our industry-leading approach to Customer Experience, Customer Journey Marketing, Branding and Customer Insights. In this highly demanding role, you'll have a direct impact on brand awareness, commercial success and customer retention - helping to ensure every
- _Jet2holidays_ customer enjoys a VIP experience.

The job holder will oversee the delivery of ambitious customer experience projects and as part of a virtual team, specifically manage and scaleup our ability to be able to develop and deliver highly personalised mass customer service communications, that are tailored and targeted at specific customers.
What will you do in the role?
Working closely with Customer Data, CRM and Content teams the job holder will lead a virtual team providing adhoc support to customer communications.
As part of a virtual team, you will own the continuous innovation and enhancement of the personalisation of communications, whilst seeking out further opportunities for further consistency, efficiencies and automation.
Working closely with operational and commercial colleagues, you'll build strong relationships with stakeholders and be considerate of nonMarketing systems and protocols, whilst continually innovating and being comfortable implementing change.
Take a lead role in being accountable for the delivery of a project which will map postbooking customer communications, measuring satisfaction and implementing subsequent modernisation and improvements.
Have a huge attention to detail in terms of content, data and processes involved in highlight personalised mass communications.
Manage the curation and presentation of postcampaign reports to ensure that we are continually celebrating successes and improving our customer communications.
Lead the innovative use of new and existing channels to drive customer satisfaction.
Be a leader within the team, directing real differentiation in communications in line with our brand guidelines.
Lead and direct projects which eliminate pinch points and modernise/improve customer experience on our flights & holidays on the ground and in the air.
Working with the wider business, helping to develop and maintain consistency, proven to deliver high NPS scores which in turn generate repeat business.
Help ensure the Customer voice is heard throughout key brand/operational decisions.
Lead the development and coordination of workload of direct reports.
Support the wider Customer Experience & Insights team with projects as required.

What are the key skills / experience you'll already have?

An innovative and creative graduate, you'll be passionate about customer experience, marketing and the travel industry with some experience in a team leader/supervisor role.
You'll have strong analytical skills relating to customer metrics including advocacy & satisfaction, with experience in customer journey mapping.
Comfortable learning processes with the ability to directly influence senior stakeholders to develop our CX initiatives.
Excellent

communication & networking skills with a strong sense of teamwork and proven ability to influence key business decisions.

What can we offer you?
We have been recognised as one of the
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Top 50 Best Places to Work in the UK on
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Glassdoor and offer our valued colleagues a range of benefits including:

Hybrid working
we're in the office on Tuesdays and Wednesdays
Competitive salary, with annual pay review
Contributory pension scheme
34 days holiday entitlement per annum (including Bank Holidays)
3 x salary life assurance
Generous Discretionary Profit Share Scheme
Cycle to Work Scheme
Access to Mental Health First Aiders
Many retail discounts on travel and leisure, health, and wellbeing, eating out, shopping and lifestyle

We offer an
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excellent remuneration package with
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fantastic opportunities for progression in a growing business.

This is a great opportunity to be part of an exciting, forwardthinking business. We operate scheduled leisure flights to holiday destinations in the Mediterranean, the Canary Islands and to European Leisure Cities from our 10 UK bases.
Help us to send our allimportant customers on holiday with

-
_Jet2holidays_

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