Customer Experience Manager

Closing Date: 15 April 2019
Location: Glasgow

At STV we strive to deliver first class customer experience, by entertaining and engaging our audiences as well as offering support across platform. We are looking for a passionate and enthusiastic Customer Experience Manager, who has the ambition, skills, knowledge and latest industry thinking to deliver an industry leading customer experience.

The role will drive higher levels of engagement and satisfaction for consumers. It will require you to work seamlessly across our Digital and Broadcast divisions.
The role:
  • Working with the Head of Marketing, you will support the development of new and innovative customer experience strategy, establishing a roadmap for change and metrics to monitor effectiveness.
  • Manage email engagement, push notifications and online competition workflows.
  • Continue to grow and nurture relationships with customers who are opted into receive communications from STV.
  • Develop and support the strategy across all consumer touch points including Viewer Enquiries, social media and other platforms
  • Oversee the management and staffing of Viewer Enquiries.
  • Stakeholder management of the third parties that provide advice and support to our viewers.
  • Working collaboratively with our partners including retailers and manufacturers. 

The person:
  • This role requires an individual with strong customer experience skills, with proven industry experience of delivering significant change to meet demands and expectations of a modern consumer.
  • The individual will need excellent influencing skills, be someone who thrives when working collaboratively and has the technological and business acumen to find solutions and implement effectively.
  • The individual will need to have excellent planning, delivery and communication skills, with a proven ability to build effective stakeholder relationships.
  • The ability to transform creative ideas into practical reality.
  • Can look at existing situations and problems in novel ways and come up with creative solutions.
  • Be able to build and maintain effective working relationships across different stakeholders.
  • Be an effective communicator and match that with equally good active listening skills.
  • Proactivity - think ahead to establish an efficient and appropriate course of action for self and others.
  • Can prioritise and plan activities taking account of all relevant issues and factors such as deadlines. 
To apply, send a covering letter outlining your suitability for the role and an accompanying CV.