Customer Communications Executive

London

Customer Communications Executive

this is the job

A key member of a dynamic marketing team, you live & breathe the customer and are committed to ensuring that our best in class customer service is delivered consistently across all channels. You champion the customer inside the business, bringing actionable insights to the table and are constantly looking for ways that we can improve what we do for our customers.

Core responsibilities

A key member of a dynamic marketing team, you live & breathe the customer and are committed to ensuring that our best in class customer service is delivered consistently across all channels. You champion the customer inside the business, bringing actionable insights to the table and are constantly looking for ways that we can improve what we do for our customers.
Own reactive customer communications, replying to customers in a timely, informative and engaging way (email, social, other) that retains customers and builds brand love.
Ensure itsu’s customer responses are world class, open, honest and timely across all touchpoints including social and online reviews on third party platforms
Own the online Contact Us portal and the customer experience from problem or query through to speedy response and resolution
Work with the digital team to improve online customer comms to provide answers earlier in the customer journey, including updating sustainability milestones and sourcing information
Work with key stakeholders including operations, safety team and itsu [grocery] to ensure customer responses are consistent and timely
Work collaboratively with stores and other departments to investigate and solve issues, identify and implement improvement in processes and drive longer term business change
Create customer comms briefs for each project or campaign launch to help teams understand how the customer will be affected, including Q and As for stores and call centre resource
Define customer complaint resolution guidelines and monitor financial compensation for customers
Bring the customer voice to life through feedback reporting and customer insight projects including regular One Pulse surveys
Develop tone of voice for customer engagement across different touchpoints, including social media responses
Build an itsu information bank where all information is stored and tracked and processes are documented
Copywriting support (including product names and descriptors) to ensure comms are customer focused and resonate
Support the wider marketing team as necessary on customer comms and campaigns

Excellent at

Confident and clear communication
Copywriting
Decision making
Taking initiative
Problem solving
Organised

You put people at the heart of everything you do by displaying the 4 itsu qualities:

I take pride [in what I do]
I genuinely care [for people]
I want to grow [myself & others]
I build trust [around me]

apply now
  • free itsu
  • 50% discount at itsu any time
  • 31 days holiday
  • company pension scheme
  • private medical insurance
  • commuter club
  • health cash plan
  • support 24/7 for your wellbeing
  • critical illness scheme
  • legendary parties
  • discounts at major retailers
  • life assurance