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Customer Experience Manager

Employer
Undisclosed Company
Location
London
Salary
Negotiable
Closing date
13 Aug 2021

View more

Sector
HR
Job Type
Permanent
Hours
Full-time

Customer Experience Manager

Our Ambition

At ManpowerGroup our ambition is to lead in the creation and delivery of innovative workforce solutions and services that enable our clients to win in the changing world of work. We connect more than 600,000 people every day to meaningful work across a wide range of skills and industries helping to power the success of clients around the world. Working for us means you'll be part of a family of brands, each uniquely positioned to address different talent challenges.

Key aim:

  • To drive positive candidate experience across our brands, improving loyalty and redeployment.

Responsibilities:

  • Drive candidate/associate eCRM
  • Provide the operation with candidate value-add materials and tools including supply side market intelligence
  • Support the automation of candidate care/life cycle
  • Deploy improved candidate referral scheme
  • Put in place disappointment management (silver medallist)
  • Support attraction and media with assessment tools to improve suitability of applicants e.g. self-serve, killer questions
  • Build talent pools and alumni for key skills
  • Deliver candidate facing thought leadership and content
  • Through team (and in conjunction with digital) co-ordinate candidate facing social media channels
  • Work in conjunction with the digital team to drive the performance of our candidate facing websites
  • Lead the NPS programme across ManpowerGroup
  • Support MyPath initiatives
  • Support the content team with the development of seasonal and theme-based candidate campaigns and assets
  • Lead on the marketing of candidate-based initiatives e.g. Driver Academy
  • Co-ordinate any B2C European or Global candidate facing marketing campaigns

Person profile:

A role for an experienced B2C marketing experience professional:

  • Creative and commercially minded
  • Capable of adding strategic guidance
  • Able to regularly deliver positive momentum and progress
  • Ability to present to senior stakeholders
  • Strong written communication skills
  • Strong planning and organisational skills
  • Team player with ability to stand alone
  • Ability to form strong and effective working relationships with people at all levels across the organisation
  • Confident, resourceful and a "can do" attitude
  • Ability to work in a fast-moving and changing environment where challenge is the norm and issues widely varied.

KPIs:

  • NPS scores
  • Uplift in the re-deployment of candidates
  • App usage and downloads
  • Improved candidate Share of Voice / brand awareness
  • Improved candidate conversion rates

Our Commitment

At ManpowerGroup, we believe that by harnessing diversity of thought and experience across our company, exceptional things happen. We continually strive for a highly diverse workforce and an inclusive culture where everyone feels valued, listened to and able to discover their personal best.

Disability Confident

ManpowerGroup are a Level 3 Disability Confident Leader, for our commitment to helping those with disabilities into employment. Level 3 Leader status is an external validation of our commitment to supporting those with disabilities to obtain and retain meaningful employment.

Mental Wellbeing

As an organisation, we want to meet the recommended core standards for a healthy workplace as set out for all employers in the government's thriving at work report. We recognise creating cultural changes in an organisation is a complex task that requires a multi-tiered approach, which is why we have trained over 50 Mental Health First Aiders within our organisation to make a positive difference to our workforce.

Reasonable Adjustments

If you feel you require any reasonable adjustments in order to apply for a vacancy at ManpowerGroup UK or its affiliated brands please email or speak directly to your Talent Acquisition Business Partner.

Please click apply for immediate consideration

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