Business Operations - Glasgow, United Kingdom - Rettie and Co.

Rettie and Co.
Rettie and Co.
Verified Company
Glasgow, United Kingdom

4 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

KEY DETAILS:


Job Title:
Business Operations & Transformations Manager

Location:
Flexible


Department:
Operations


Reports to:
IT Director

Hours: 37.5

Contract Type:
Fixed Term Contract - approx. 12 months


Purpose of the role:


As Business Operations & Transformations Manager you play a key role in driving the commercial performance of the group forward and supporting our goal of providing a best in class customer experience.

You collaborate at all levels within the organisation, from the frontline to the Exec Team.

You work closely with the Commercial Director, IT Director, Chief Operating Officer, Marketing & Customer Experience Director and Training Manager.


You support the Commercial Director in their objective of ensuring we maximise the conversion rate at each stage of the sales funnel, i.e.

conversion of contacts to prospects, leads and ultimately to instructed business/customers.

You achieve this by constantly striving to understand our customers' needs and expectations in more depth and then seeking ways to enhance the customer experience by improving systems and processes.

You work with business areas to understand their needs, acting as a bridge between the business and IT team. Together, you'll create solutions for the business that will increase performance.


You are motivated by continual improvement and will work closely with the Training Manager to ensure that any system and process enhancements are embedded in the business through relevant employee training.


You work closely with the frontline teams, reviewing customer feedback from activities such as market research and feedback surveys to gain insights into how our customers feel about their service experience, what their needs are and what the opportunities are to serve them better and increase customer loyalty.

You have a detailed knowledge of the sales and lettings customer journeys and provide actionable insights to the
frontline & leadership team based on your analysis of management information and data in our CRM system.

You will analyse data from our CRM system to identify any gaps in our processes and identify areas for improvement to enhance the customer experience and identify business opportunities.

You understand the intrinsic value of our customer data and have an expert knowledge of how it needs to be gathered, nurtured and kept up to date.

You take an active role in a variety of projects and are involved in delivering change across the business.

You work collaboratively with different teams to leverage knowledge and expertise to identify opportunities for improvement and implement effective solutions.

You demonstrate a clear understanding of, and a shared passion for, our beliefs and values.

You believe that sustained, profitable growth will be achieved by delivering an exceptional customer experience, underpinned by effective and efficient operational processes.


Key responsibilities:


Analysis, Reporting and Insights**- Responsible for providing actionable insights based on analysis of management information, forming a clear view of how our customers behave through the sales funnel and interact with us at different touchpoints

  • Responsible for reviewing the endtoend customer journey and collaborating to agree customer experience standards with frontline teams.
  • Responsible for supporting customer journey audits, to ensure best practice and consistency of approach across the Group
  • Collaborate to identify and implement fixes for customer pain points
  • Responsible for identifying areas of optimisation, make recommendations for changes in process across the teams to drive us to be more efficient and effective

Implementation and Maintenance

  • Collaborate to identify and implement fixes for customer pain points
  • Responsible for creating & maintaining templates and configuration in the CRM
  • Responsible for maintaining best practice guidance
  • Responsible for maintaining and developing platforms such as Microsoft SharePoint as the training hub for best practice
  • Assist with onboarding new systems and initiatives, including project work
  • Responsible for staying up to date with new releases of system upgrades and features, assess their potential value to our business and communicate any information to relevant stakeholders
  • Work closely with our suppliers to ensure our CRM and systems meets the evolving needs of the business and enables us to provide exceptional customer experience

Key competencies:


Essential

  • Minimum of 2 years' experience in a customer focused sales environment
  • Proven ability to analyse data and provide insightful reporting
  • Proven ability to communicate effectively and build relationships at all levels of the organisation
  • Proven ability to train and mentor others in technical skills
  • Proven ability to facilitate change and implement new ways of working
  • Super user, advanced level knowledge of Reapit or similar CRM
  • Interested by the opportunities technolo
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