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Virgin Media

Channel Experience Coordinator

Virgin Media

  • Dublin City Centre / Dublin North
  • Not disclosed
  • Permanent full-time
  • Updated 15/03/2013
  • Human Resources
this job is expired
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Description

Channel Experience Coordinator required for large Telecoms company based in Dublin 3.

 

Job Title:Channel Experience Coordinator 
Department: Sales & Marketing 
Location: Eastpoint, Dublin 
Directly Reports to:     Customer Relationship Manager 
Term: Permanent Full-Time  

 

Overall Objectives of the Job:

  • This role is responsible for supporting the Customer Relationship Manager in proactively managing the relationship with our customers to ensure improved and increased Advocacy.

 

Main Outputs:

  • Championing the Customer Experience across all areas of the business in line with the strategy devised by the Customer Relationship Manager.
  • Execution of our strategy to improve the customer experience of all products across all channels.
  • Support and Execution of the Retail Strategy to create an enhanced experience of the UPC products and services encouraging increased levels of consideration and advocacy.
  • Execution and Delivery of the Customer Advocacy Programme as defined by the Customer Relationship manager.
  • Educate our customers as to how to get the most out of their products and services.

 

Functions/Activities/Responsibilities:

  • Supporting the Customer Relationship Manager with all existing customers communications.
  • Liaising with the Brand and Proposition manager and the Insight Manager to ensure a deep understanding of our customers’ needs and behaviours.
  • Design, Development and management of all customer communication methods i.e. UPC TV, General Messaging, IVR’s, Bills etc.
  • Support all ‘change of service’ communications to ensure alignment and integration of objectives with the overall Customer Advocacy programme objectives.
  • Creation and production of all product related material i.e. Welcome Guide, Product guides, Installation guides etc.
  • Execution of the Retail Strategy to support the objectives of creating a fully engaged Experience for Customers and non-Customers alike in-store.
  • Reporting and Analysis of the CRM and Advocacy strategies to ensure effectiveness.

 

Personnel Specification

Qualifications / Education 

Essential:

  • 3rd Level Business Marketing qualification.
  • Marketing Communications qualification.


Competencies

Essential:      

  • Advanced computer literacy and spreadsheet skills.
  • Active advocated of Twitter, Facebook, YouTube, Forums and Blogs Knowledge of Social media tools and techniques.
  • Clear and concise management and communication skills.
  • A high level of organisational ability.
  • Sound understanding of the Principles of Marketing.
  • Good attention to detail.
  • Excellent writing skills and a willingness to use them; changing writing styles for Social Networks, Blogs and online press releases.
  • Understanding of how social media integrates with other digital media channels.
  • Excellent verbal communication skills.

 

Ref: D-CEC
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