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Graduate Job Assistant Customer Experience Manager

Vacancy Type: Graduate Job
Employer: Comet Group
Reference: Comet3
Salary: Competitve  

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EXPIRY NOTICE: This job has now expired and will not be accepting any more applications.

Overall purpose of the role:

To improve the customer experience on the Website.

Key Accountabilities:

  • Identify and implement opportunities to improve how the web site behaves, communicates to customers to ensure the best customer journey throughout the site.
  • Undertake analysis of how and why customers leave the site at key points and make recommendations for improvement.
  • Identify opportunities and be involved in projects to improve parts of the Comet website to ensure as many customers as possible complete their web journey and make the best electrical retail website.
  • Undertake customer and market research to benchmark’s customer experience proposition and understand the Comet customer and their needs. 
  • Use the methods above to scope project plans and work cross functionally to implement findings.
  • Own specific customer enhancing projects as agreed with the Customer Experience Manager.  
  • Develop a process for regularly analysing the customer experience of major new site developments and feeding this into projects before they are implemented on
  • Be responsible for ensuring customer communication on the website regards Services, Delivery and T&Cs, making sure they are kept up to date, fulfil legal requirements and are accurate.
  • Analyse and communicate the “Services” proposition results for the Web, develop content & advice to improve customer take up of deliveries, installation and extended warranties.
  • Support Customer Experience Manager on larger projects/initiatives e.g. “PSP change” / “Improved delivery proposition”. 
  • Be able to run key business reports when required and prepare data for after sales service report. Work with different parts of the Business e.g. Central/Store Operations to understand how customer processes work in stores and the Comet Contact centre.

Skills/Attributes required for the role:

  • Must be a customer obsessed, conscientious self-starter of graduate calibre
  • Must be highly numerate with excellent analytical skills and good attention to detail.
  • Must be computer literate and proficient in Excel, Access, PowerPoint, site analytics & business intelligence packages.
  • Must possess good Interpersonal skills with the ability to work in a team and be able to develop good relationships both internally and externally
  • Must possess excellent written and verbal communication skills as well as having the ability to coach other colleagues.
  • Must have the confidence to be able to challenge the status quo and be inquisitive with a “What If?” attitude and to act as the customer champion.
  • Must display effective project management skills including the ability to work to tight deadlines and have strong organisation, time management and prioritisation skills.

What decisions does the role holder make?

  • Making changes to the website based on improving the customer experience.
  • Present to the management team analysis of customer experience on the website
  • Putting together proposals for project plans to be presented to the eComet management team.
  • Deciding what needs to be improved based on customer journey.

What is the typical planning time frame for the role?

  • Weekly and monthly

Are you interested?

To apply click 'apply now.'

Location: London (inner and outer), South West England, UK locations

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