Digital Email and service reviews coordinator

Description:

Howdens joinery has an exciting opportunity in our digital trading and merchandising team as a Digital Email and Service Reviews Coordinator.

You will provide daily support to the internal teams by maintaining the email channel plan, working with key stakeholders to build and schedule for send to the customer account base. In order to understand the performance of the emails, reporting will be undertaken to gather learnings and opportunity areas and ultimately help to shape the plan going forward.

This is a permanent role based from our office in Raunds, Northamptonshire with a minimum 3 days a week onsite.

What will I be doing?

- Responsible for replying to and tagging customer reviews from Trust Pilot and Google My Business promptly escalating any issues that need addressing.
- Ownership and management of customer complaints, responding within the SLA and directing to the correct area of the business.
- As part of the review management, the amount received across channels and sentiment will be reported weekly.
- Responsible for maintaining the depot data that is held within the systems to correctly show across the website and search engines, including setting up new depots, amending existing and closed depots to timelines
- Responsible for updating YEXT to ensure depot data is up to date, including services offered and new propositions which in turn aids the SEO performance and depot visibility.
- Responsible for the creation of email briefs, sign-off process, email creation and testing.
- Weekly reporting on email performance highlighting successes and opportunity areas, including trading and campaign emails, with a monthly review of performance.
- Supporting depots with email platform questions and seeking opportunities to enhance their knowledge and understanding of email best practice.
- Working collaboratively with all key stakeholders across the business to deliver a robust email plan which supports the overarching business objectives, ensuring the plan is communicated to relevant stakeholders.

What do I need to qualify for this role?

- Relevant and recent experience in email and customer service
- Ideally you have spent at least a year working in a customer facing position
- Previous experience of working in a commercially focused environment
- Ability to use Microsoft office including Excel and Word
- Experience of using email platforms such as Rant and Rave
- Experience of using Google analytics
- Able to organise and prioritise a large number of tasks.
- Strong influencing skills
- A right first time approach to tasks
- High level of attention to detail
- Flexible approach to working with the ability to respond to changing demands and priorities.
- Are results driven and takes pride in delivering to deadlines
- A flair for problem solving and being creative.
- Enthusiastic and motivated to learn and develop.

What we can offer you:

- Competitive salary and annual company bonus
- Excellent pension scheme (company contribution of up to 12%)
- 25 days holiday + bank holidays with the option to buy additional days
- Staff Discount
- Subsidised on-site restaurant
- Employee Assistance Programme
- Exceptional Reward and Recognition events

About Howdens:

Howdens Joinery is the UK’s number one trade kitchen supplier providing thousands of products across kitchens, joinery, and hardware.  We have over 800 depots throughout the UK and Europe – making us the first choice for more than 460,000 loyal trade professionals.   Last year our sales reached circa 2.3bn, and we have an ambitious growth agenda. 

As well as the opportunity to develop within a fast paced and commercial environment, you will be part of a rewarding organisation recognised for excellence in the workplace in the Best Big Companies to Work For. 

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