Job Description
About Us….
Company Shop Group is the largest commercial redistributor of surplus food and household products in the UK, enabling some of the biggest retailers, manufacturers, food service and logistics providers to unlock value from surplus stock, which may have otherwise gone to waste.
The surplus we handle is redistributed through our Company Shop stores and our award-winning social enterprise Community Shop where we build stronger individuals and more confident communities. Working with our partners, we deliver an incredible impact and we're proud to be a good business doing good.
Our vision is simple, to create a world in where no surplus goes to waste! We want to be the trusted leader in the redistribution of surplus for the benefit of people, profit, and our planet. We are proud of the countless problems that we’ve turned into potential and the invaluable benefits that we deliver to our communities – we call it corporate surplus responsibility.
But it doesn’t stop here, we’re ambitious, we want to do more, and this means we need more great people who share our passion.
We’re looking for a Head of Customer Marketing & Communications to lead the team managing all our customer marketing activities, from CRM to social media, product advertising to customer voice and customer services.
Make your application after reading the following skill and qualification requirements for this position.
While leading the team, you’ll be developing our overall customer marketing strategy, working with the Customer Marketing & Communication Director, whom this role reports into.
The role will play a critical role in meeting our sales targets by attracting new customers, driving increased footfall and share of shopper spend, enhancing brand sentiment, improving customer satisfaction, helping the organisation to keep our customer first by sharing insight and being the conscience of the customer.
While this is a leadership role, you’ll be expected to be hands on when required to support the team in achieving its objectives.
What you’ll be responsible for.....
Customer Brand & Communications
- Developing the annual customer marketing communications calendar
- Ensuring our key messages are shared with – and understood by – our customers to enhance brand sentiment through online and offline channels, campaigns and content
- Leading the Trade Planning meeting to identify product marketing opportunities and developing plans and collateral to best promote these through our in-store point of sale, and our digital media
Customer Voice and Customer Services
- Lead our ‘Customer First’ initiative, ensuring our customer is front of mind across the organisation
- Develop the annual customer listening plan to ensure we have – and report on – regular and useful feedback from our members and manage the internal forum for taking actions
- Ensure our Member Services team meets its SLAs for managing customer queries and customer satisfaction
Customer Relationship Management
- Ensure our Customer Acquisition Plan is effective in driving new shoppers to the organisation
- Develop a deep understanding of our customers' objectives and how we can meet them
- Ensure our CRM activities maximise customer lifetime value, through life-cycle campaigns and personalised communications designed to increase frequency of shop and basket spend, and reduce attrition
General
- Managing the day to day running of all marketing activity and the team
- Ensure all Marketing plans and associated spend, receive the appropriate stakeholder approvals and are within budget
- Analysing member demographics, consumer behaviour and external environment to provide recommendations and rationale for tactical marketing plans.
- Leading on key projects and initiatives.
- Working with all external agencies to ensure efficiencies and effectiveness.
- Ensuring adherence to the brand guidelines and tone of voice across all channels, and developing this as required in the future
- Reporting on outcomes and demonstrating ROI for activities
- Responsible for the effectiveness of all visual content and digital marketing
- Overseeing the overall execution of ongoing and ad-hoc campaigns to ensure most effective and efficient use of investment to deliver objectives
Experience required
- Demonstrable experience in the areas above, including experience managing Marketing teams
- A strong track record in B2C marketing communications
- Creative, innovative and digitally smart, including knowledge of PPC, paid media, SEO and Google Analytics
- Strategic and commercially minded
- Ability to extract and interpret data to support actions and recommendations
- Excellent communication skills, both written and verbal, with the ability to create compelling marketing materials and presentations
Key Stakeholders.....
- Prospective shoppers
- Existing customers Third Party Agencies (e.g. LocalIQ)
- Senior Leadership Team members
- Retail, Store and Operational Management Teams
- Other functions within the Customer Marketing & Communications Team
- Affiliates as required
Measures of Success.....
- Achievement of new customer targets
- Improvements in frequency and retention
- Increases in customer basket spend
- Delivery to budget
- Campaign success rates
- Team engagement scores
This is a full time role (40 hours per week) and will be based at our Head Office in Tankersley, South Yorkshire.
Offering a competitive salary plus car allowance.
You’ll get….
- To be part of something special, by playing a key role in turning problems into potential
- To make a real difference by supporting our aim to build stronger individuals and more confident communities in our award-winning social enterprise, Community Shop
- A range of benefits; to name a few, on-site parking, discounted café (powered by Surplus) and 10 membership nominations to give to your friends & family
Here at Company Shop Group, it’s the relationships and friendships we create while working together, it makes us who we are and why our people love to work here.
In return for everything you can bring, we can offer you an exciting, challenging role in a fast-growing and agile business, with plenty of opportunities to grow, learn and develop in your role.
If you think you have everything we're looking for and more, then we'd love to hear from you.