Marketing Coordinator  

The Customer Experience Specialist will be dedicated to one of our clients, a Global
Information Analytics business. He/She supports the Customer Training programs and
services that drive the revenue teams’ performance as we scale and grow the organization.

This role, reporting to the Customer Experience Manager, will work cross-functionally with a variety of teams to enhance sales and customer experience. He/she will assist in the management and maintenance of a customer training program, provide administrative oversight and follow-up of customer feedback, and assist in project management activities of the customer experience community program.

Customer Experience Training program (50%)

• Provide administrative support to CX Essentials training program, which the management and enrollment of learners in the training program.
• Liaise with various departments and segments to update content in our internal learning management system.
• Enhance training content design in PowerPoint to be used by customers.
• Maintain tone of voice and visual identity across all programs
• Enlist new and renewing learners and manage issues as needed.

Closed Loop Project Management (40%)

• Manage the customer case actioning process which includes preparing case list for biweekly review, providing stakeholders with action items, and following-up with stakeholders for updates on customer cases.
• Liaise with vendors to ensure customer follow-up and merchandise is properly administered and actioned.
• Assist, as needed, in conducting ad-hoc analyses to identity structural customer experience improvements and/or case management trends.

CX Community Administrative Management (10%)

• Provide administrative management of our community SharePoint site which includes include site administration, creating custom content, managing permissions, creating workflows, and configuring web parts.
• Liaise with various departments and stakeholders to create and update content.
• Assist in overseeing our quarterly Newsletter program, including editing stories, owning the content calendar, and liaising with stakeholders to procure content.

• Bachelor’s degree preferably in Communication Technology, Marketing, Mass Communications, Development Communication, Information Technology, and related courses
• At least 2-3 years of work experience in any marketing, sales, or customer engagement role
• Comfortable working with a variety of technologies – proprietary databases, Excel, and PowerPoint.
• Experience with an LMS a plus.
• Detail orientated is a must – many of the projects require attention to administratively detailed activities, coupled with being comfortable with technology and Excel.
• Strong analytical and critical thinking skills
• Strong project management skills
• Above average verbal and written English communication skills
• Preferably with experience in basic SharePoint development and basic graphic design and creating visual content.
• Excellent listening skills
• Critical thinking skills
• Very good decision-making skills
• Highly organized
• Can work independently and manage own work
• Fast learner
• Can handle pressure while remaining calm and composed
• Very good interpersonal and team skills
• Positive, enthusiastic, motivated, persuasive, collaborative, and trust-worthy
• A continuous learner – welcomes constructive feedback, and are excited at the prospect of building new skills and taking on new challenges
• Amenable to work following UK timezone (9am-6pm GMT / 4PM - 1am PHT)
• Has a stable internet connection of at least 25 mbps