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Our client is a community where the world's digital marketing and ecommerce professionals meet to sharpen their strategy, source suppliers, get quick answers, compare notes, help each other out and discover how to do everything better online. Founded in 1999, our client has grown to become the leading source of independent advice and insight on digital marketing and ecommerce. Their reports, events, online resources and training programmes help their 110,000+ members make better decisions, build business cases, find the best suppliers, look smart in meetings and accelerate their careers.
This is a paid graduate job. Salary: £22-24,000.
Key responsibilities of the role:
You will be responsible for providing an exceptional level of customer service to all training delegates, from initial enquiry through to managing feedback.
Working with the Head of Professional Development, you will provide the ‘voice of the customer’ in plans for continuous improvement, as well as ensuring all clients facing information is accurate and up to date. In addition, you will have responsibility for managing costs related to training, including venues, catering and travel.
•Dealing with incoming enquiries and bookings both by phone and email.
•Day-to-day management of trainers; promoting and managing retainer relationships.
•Quality assurance and continuous improvement (in partnership with Head of Professional Development).
•Scheduling and cancellations to ensure maximum profitability.
•Work closely with Head of Professional Development to monitor revenue and costs.
•Managing ‘off-the-shelf’ and customised training projects.
•Assisting the Marketing Manager with proofreading marketing materials and micro-marketing emails to promote specific courses.
•Communicating with trainers regarding day-to-day logistics to include course delivery confirmations, pre-delivery information, and post-delivery feedback.
•Coordinating course scheduling and cancellations with the Training Executive.
•Tracking costs and reconciling invoices using the booking system and the internal finance portal.
•Communicating to delegates post-training to gather feedback and implement improvements.
•Ensuring the website is updated with current training information in partnership with the Training Executive.
•Frequently attend training venues on course days to maintain relationships with trainers and to ensure quality.
•Helping out at company events as required.
•Provide cover for Training Executive during holiday periods etc.
Day-to-day activities will include:
•Regular client/delegate contact via email, phone and face-to-face.
•Handle customer enquiries and course bookings on a daily basis.
•Provide customers with public course information and guide them through the booking process and/or pass complex calls to the Head of Professional Development.
•Work closely with the Head of Professional Development to write renewal and new business proposals for on-day custom training.
•Liaising with other members of the team.
•Forecast and report on key accounts.
•Keeping Salesforce and the course booking system up-to-date.
The key candidate requirements for the role:
•Experience working in a client facing role.
•Previous experience in customer service and/or training support.
•A grasp of digital marketing and a passion to learn more.
•Excellent problem solving and relationship management skills.
•Personable, consultative approach.
•Commercially minded with strong negotiation skills.
•Excellent communication skills, both written and verbal.
•The ability to liaise with a number of stakeholders across all professional levels.
•Organised, methodical and a meticulous eye for detail.
•A proven ability to work under pressure and to tight deadlines.
•Ability to multi-task and work effectively on several active projects at any one time.
•Proactive and independent working style with experience of carrying out a range of administrative tasks.
The perks of working for this company:
Competitive starting salary at one of the world’s most prestigious training providers of digital marketing and media practices with fantastic career progression and first rate industry training included.
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