Customer Service Manager

£Competitive + benefits

Central London

Permanent

With effect from 2nd January 2008, the Customer Service and Order Processing departments have been brought back together to form one Customer Services department reporting into Eunice Walford, Director of Marketing and Customer Service.  The Customer Service Manager will lead, update and develop the Customer Service department to ensure that excellent customer service is provided worldwide, aiding customer retention and acquisition and delivering benefit to the company.  Customer Service is central to our business - retaining and building loyalty with existing customers as well as servicing potential and new customers is a key part of our strategic plan. 

The Role

Reporting to the Director of Marketing and Customer Service, the Customer Service Manager will: 

• Review all current procedures, processes and workflow in order to establish what works well and where we could make improvements in order to maximise efficiencies
• Develop a culture where the Customer Service team are central to the business
• Introduce a customer service desk for the Group's online products establishing different levels of support including technical support; implementing procedures to ensure users are involved in product development, training and sign off
• Be the major customer touchpoint across the Group and introduce customer tracking for all enquiries across all products; lead and manage the communication of such information ensuring it goes to the right people at the right time
• Review the whole renewals programme and recommend improvements such as a move to email renewal
• Consider how to work with new or exciting customer relationship management systems; consider how to link and integrate such systems into the customer service and fulfilment workflows but also with the sales department
• Input into the customer profiling and masterfile project and work towards increasing the information within the unique customer records including email addresses
• Work with the Head of Web Strategy and the Marketing team to identify improvements to the online subscription journey making it easier for customers to pay
• Consider how leads are captured and passed to the sales teams in order to look for improvements

The Person

You will have a proven capability of improving customer service processes that have delivered business benefit with solid experience of managing an international customer service operation.  You must understand and have a knowledge of online and offline products, preferably subscriptions e.g, data bases, journals, books sold into the library and healthcare market.  You will have excellent people and change management skills with the technical expertise to enable the department to manage customer enquiries.  Experience of working with, using or developing CRM systems or customer databases to track, monitor and escalate customer queries, but also interact with sales teams' customer database and CRM system.  Foreign languages would be a distinct advantage but they are not essential.

How to apply

For further information about this position, please contact Eunice Walford.  To apply, please forward your CV along with a covering letter explaining why you are the right person for this position and how you would approach the challenges of this role, to Eunice at ewalford@bmjgroup.com.

Closing date

Tuesday 15^th January 2008

bmjgroup.bmj.com