Complaints Manager

at  Robert Walters Outsourcing

SKILLS AND ATTRIBUTES FOR SUCCESS

• Extensive business experience; or a degree (or equivalent), professional qualification,
• Experience of working in large/matrix organisations, balancing multiple stakeholder requirements
• Time and project management skills - highly organised with a sound attention to detail and an ability to deliver to deadlines
• A strong track record of strategic campaign management, producing quality, consistent messages, through all channels
• A solid understanding of campaign principles, coupled with a strong commercial drive and the ability to deliver high-value activities that deliver return on investment, ensuring alignment with brand and risk management
• An enthusiastic, can do approach and be a strong team player
• The ability to juggle conflicting demands on time and prioritise effectively
• A desire to embrace and drive change whilst identifying and supporting process improvements and demonstrating best practice

WHAT WE LOOK FOR

We’re looking for a team player with the ability to flex and pivot to meet changing market needs. You should be inquisitive with a hunger to develop a deeper understanding of how the EY business works in order to develop plans, programmes and campaigns that help the business to achieve its goals and objectives.

YOUR KEY RESPONSIBILITIES

• Lead on complex campaigns for some of our largest programmes and markets, working closely with your workstream leader and the business to develop the brief and value proposition.
• Create and deliver integrated marketing campaigns that help build client relationships, support revenue objectives and enhance the reputation of the firm.
• Act as a BMC point of contact for your portfolio - advising the business on questions relating to BMC including our strategy, activation, and our scope of services. You will represent BMC on relevant Markets Boards as a strategic and trusted adviser.
• Manage the production and execution of agreed deliverables within timelines and budget; measuring the campaign activities and using insights to enhance and refine activity
• Work with the digital and content team to ensure content for your respective portfolio is relevant and compelling with a clear buyer journey
• Responsible for maintenance of relevant EY.COM pages including informing the business of expiring pages and building business cases for extensions by exception
• Crafting UK specific messaging for globally produced reports/pages (where agreed as part of the strategy that these reports/pages will activated)
• Responsible for maintenance of relevant EY.COM People profiles, including removing those no longer required, updates to existing profiles and development of new profiles
• Build a strong internal and external network; working closely with the business, BD global BMC colleagues external agencies, and in house studios to develop and deliver differentiated, brand focused and customer centric solutions.
• Support others in the team, creating and fostering a positive team environment where everyone is supported to develop and learn.

TO QUALIFY FOR THE ROLE, YOU MUST HAVE

• 5 years’ experience in marketing programme management in a corporate environment.