Senior Customer Delight Manager

at  Twinkl

Job Introduction
Location: Sheffield / Hybrid
Annual Salary: £37,000-£47,000
Contract: Permanent
Hours: 37.5 hours
Line Manager: Andy Glover, Head of Customer Experience
Recruiter: Rikki Spencer-Cox
About Twinkl
We’re here to help those who teach. It’s what brings us to work every day. At Twinkl, we’ve been providing educators across the world with high-quality, trusted teaching and learning resources for over a decade now. They’re all written and checked by our wonderful team of experienced educators, and there are hundreds of thousands of resources to download, with new ones added daily.
Position Overview:
We want our customers to be wildly in love with Twinkl. We are looking for an experienced Customer Delight manager to lead and scale the Customer Delight offering for our domestic and international markets. You will be responsible for managing a team, across our Customer Delight portfolio, which includes our Community Collection function. You will have the ability to marry creative, commercial and project management skills to delight a global customer base and build the ROI for more activity in this space.
This role requires collaboration with central teams (focusing on marketing, insight, product development, and our school’s B2B team). The successful candidate will also leverage technology, reviewing third-party platforms as a delivery mechanic for a refreshed portfolio of Customer Delight. A portfolio which you will help shape.
You will also lead on identifying and pitching to potential partners and sponsors to further extend the funding of one of our key USP’s; Community Collection.

Key Responsibilities:

• Identifying and shaping our portfolio of Customer Delight.
• Work with our creative and merchandising team to identify our inhouse capability and other potential options to our Customer Delight portfolio.
• Collaborate with central product, marketing, and translation teams to build and manage glossaries, style guides, and tone of voice for each territory.
• Implement scalable language quality processes, ensuring tone of voice, accuracy, and brand consistency across all localised content.
• Technology
• Review third-party platforms, leading tenders where necessary to deliver Customer Delight, empowering internal ambassadors to delight within a defined portfolio and budget.
• Project Management:
• Oversee the projects and budgets relating to the delivery of Customer Delight.
• Track and report on project status, delivery timelines and any potential issues.
• Lead regular meetings with internal teams to align our Customer Delight to wider customer journeys and business objectives.
• Localise where possible and appropriate to our international markets.
• A passionate ambassador and presenter.
• Identify partner and sponsor opportunities to further the work of Community Collection
• Lead presentations and pitches for funding and other partnership opportunities.
• Build win-win relationships, ensuring the alignment of goals across our partnership network, maximising all potential marketing, brand, PR and ESG opportunities.

Qualifications:

• 4+ years of experience in customer delight, creative marketing or similar functions is required.
• Strong project management skills with the ability to manage multiple projects simultaneously, delivering on time and within budget.
• Strong understanding of customer experience measures, both qualitative and quantitative.
• Demonstrated experience of identifying suppliers and leading tender processes.
• A proven leader, with an ability to motivate and engage a team around multiple projects and business objectives.
• Excellent communication skills, with the ability to pitch, collaborate across global teams and manage stakeholders at different levels.

In return for everything you can bring, we can offer you an exciting role in a fast-growing and dynamic business, with plenty of career opportunities.

• Identifying and shaping our portfolio of Customer Delight.
• Work with our creative and merchandising team to identify our inhouse capability and other potential options to our Customer Delight portfolio.
• Collaborate with central product, marketing, and translation teams to build and manage glossaries, style guides, and tone of voice for each territory.
• Implement scalable language quality processes, ensuring tone of voice, accuracy, and brand consistency across all localised content.
• Technology
• Review third-party platforms, leading tenders where necessary to deliver Customer Delight, empowering internal ambassadors to delight within a defined portfolio and budget.
• Project Management:
• Oversee the projects and budgets relating to the delivery of Customer Delight.
• Track and report on project status, delivery timelines and any potential issues.
• Lead regular meetings with internal teams to align our Customer Delight to wider customer journeys and business objectives.
• Localise where possible and appropriate to our international markets.
• A passionate ambassador and presenter.
• Identify partner and sponsor opportunities to further the work of Community Collection
• Lead presentations and pitches for funding and other partnership opportunities.
• Build win-win relationships, ensuring the alignment of goals across our partnership network, maximising all potential marketing, brand, PR and ESG opportunities