My client are a leading global organisation and are now seeking a Retail Services Executive to join their ever growing team.
You will report to the Retail Service Team Leader working as part of the Retail Services Team providing a first class customer experience to their retailer base. Supporting the work of the wider Commercial Team by being the 'day to day contact' and delivering service excellence for your named retail customers, you will be responsible for developing and managing long-term relationships with assigned customers on a day to day basis and connecting with key business executives and stakeholders.
Your duties will include:
*Understanding the business service portfolio in detail and being able to effectively communicate this to retailers.
*Being the 'First Contact' service point for your retailers and owning the 'First Contact Resolution' (FCR) performance measure which aims to resolve all queries on the first occasion.
*Working with your retailers to create professional bespoke reporting services according to our corporate identity guidelines, and as necessary liaising with IT to arrange to have these automated. Utilisation of the advanced report facilities in our Intranet system to compile detailed reports and solution strategies.
*Responsible for delivering first class customer service levels, by developing and maintaining excellent relationships with contacts at all levels within your retail customer base.
*Responding to incoming queries, both internal and external ensuring a Win-Win outcome for the business and your retailer.
*Ensuring retailers are aware of the Scheduling options available to them and the number of products to be sent in for each service. In addition chasing where scheduled products haven't turned up and ensuring that these are re-scheduled into the workflow.
*General Query resolution and ensuring that any significant issues are escalated internally through the appropriate channels in a timely manner as and when necessary.
*To work as part of a team in answering incoming phone calls within a targeted response time; if FCR is not possible then transferring calls or taking messages as necessary ensuring as much information as possible is gained from the customer and transferred to the relevant account manager.
*Maintenance of the accuracy of data in the CRM system; thus ensuring excellent customer base knowledge.
*Working closely with NAM's to achieve account objectives.
*Be articulate and a confident communicator at all levels able to work independently or as part of a team.
*Be highly organised with good time management skills and a logical approach, able to prioritise their work load.
*Manage multiple tasks simultaneously, delivering against set milestones and deadlines and working under pressure.
*Have a can-do attitude, become a problem solver, show initiative and seek advice where necessary from colleagues.
*Quickly grasp a clear understanding of a customer's needs and translate them into a set of requirements and well-planned solution deliverables
*Enthusiastic, hardworking and adaptable, with good attention to detail.
*Good knowledge levels of Microsoft Excel, Word, and Outlook.
About my client:
My client are a global performance management company that provides a comprehensive understanding of what consumers Watch and Buy. They provide media and advertising clients with Total Audience measurement services across all devices where content - video, audio, and text - is consumed. The Buy segment offers consumer packaged goods manufacturers and retailers the industry's only global view of retail performance measurement.
By integrating information from its Watch and Buy segments and other data sources, my client provides its clients with both world-class measurement as well as analytics that help improve performance. My client are an S&P 500 company, has operations in over 100 countries that cover more than 90 percent of the world's population.
Salary in the region of £18,500 plus excellent benefits.
Please contact Emma Baylis on and email your CV
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