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Change Coordinator

March Personnel

Chertsey

Temporary

£142 - £162/day

KT169HL

Posted: 20/01/2023

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Change Coordinator
Location - Chertsey
Salary - £142.88- £162.88 per day
Duration – Ongoing contract
Hybrid role- 2 days in the office 3 days working from home
Benefits- Holiday - 25 days per annum plus bank holidays, Access to staff sales discount, Access to Reward Plus discount shopping, 10% on employee equivalent salary (discretionary) and Government pension auto-enrolment from 12 weeks.

Summary of a Change Coordinator
In this role you will be responsible for ensuring the DTC CX team are informed of new features/functions, identifying bottlenecks in the customer experience journey, delivering change to streamline processes and working with business analysts to improve DTC platforms and systems to help drive better customer satisfaction and best practice.

Responsibilities of a Change Coordinator
• Report in to the Customer Service Change Manager
• Daily/Weekly/Monthly monitoring of the important metrics which measure the effectiveness of our clients DTC customer journey
• Working closely with the Customer Service Change Manager to develop a continuous programme of customer experience improvements
• Work closely with the various support teams to ensure any issues impacting the customer promise and experience are resolved promptly
• Providing a consistently high level of service that supports day-to-day estore operations
• Working with the Commercial Teams to ensure promotional activity is set up correctly and communicated to the customer service teams
• Gathering and analysing returns data
• Submitting reports to the relevant department heads and management
• Finding patterns and trends in the analysed data
• Supporting the DTC Operations Team and other teams draw business goals and needs
Establishing new data gathering and analysis techniques within the DTC Operations
• Formulating procedural manuals for the estore DTC Ops department
• Assisting with Customer Service training modules
• Putting together training briefs that can be shared with the Customer Services Team

Key competencies of a Change Coordinator
• Experience in a DTC Operations team or DTC CX team
• Effective partner management
• Strong analytical and excel skills
• Good understanding of eCommerce order flow and supply chain procedures
• Experience of delivering internal communications, working cross functionally to deliver results
• Strong interpersonal skills are also essential to effectively interact with teams, across all areas and levels of the business

Please note: As you can appreciate we are currently overwhelmed with applications and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, you have been unsuccessful on this occasion.
March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas and completing relevant tests and a full competency based interview.
Please note that by applying for this vacancy you accept March Recruitment’s Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you.
Consultant – Charlie Shepherd

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