Customer Relations Coordinator (Social Media and Systems Administration) - Sports Industry (hou[...]

Interface Recruitment UK; Leeds, West Yorkshire, Greater London; On-site; GBP 25,000 - 35,000

Job description

Customer Relations Coordinator (Social Media and Systems Administration) – Sports Industry (hours to suit)

Department: Administration - Marketing & Digital Media

Location: Leeds (in office) with free parking

Reports To: Marketing Manager/Managing Director

Employment Type: Full-time / part-time (hours to suit)

Job Overview:

The Customer Relations Coordinator will be responsible for fostering and managing customer relationships within a sport-related, prizes-focused organisation. Your key responsibility will be relationship management, with additional responsibilities across marketing and digital media and systems administration. This role is crucial in enhancing brand presence, engaging with stakeholders & customers regularly (via text, phone, and social media), whilst also helping with marketing initiatives and general administration. The ideal candidate will have a strong background in both relationship management and digital media and/or systems administration.

General Responsibilities:

1. Relationship Management - Manage customer relations with a positive mindset and have a customer-first approach.
2. In-house Systems administration.
3. Act as a key point of contact for all marketing-related customer inquiries and communications.
4. Customer Support/Problem resolution.
5. Coordinate with internal teams to ensure effective execution of prize activation, winners, and campaign conclusion.
6. Data Management: Administrate and organise winners data.
7. Multi-channel communication: Engage with winners and participants via various media/channels.
8. Logistics: Handle payment information, prize procurement, and damaged items.
9. Manage online reviews.
10. Monitor and analyse processes involved when providing excellent customer service and look for ways to continuously improve.
11. Oversee the administration, scheduling, and communication of content across digital platforms (social media, website, email campaigns).

Typical Day:

1. Export Daily Instant Wins through FP Dashboard: Log into the FP dashboard, navigate to the Instant Wins section, and export the data for daily winners.
2. Main Winners from Live Draws via Facebook: Monitor live draws on Facebook, record main winners from the live events, and use the collected winner data to send out congratulatory messages via text or email.
3. Respond to Emails/Text Messages/Facebook Messages/Admin Enquiries: Check and respond to incoming emails, text messages, and Facebook messages; address any administrative inquiries promptly; contact winners to obtain necessary payment details; ensure secure handling of payment information.

Periodic Tasks:

1. Site Credit: Manage and update site credit for users as required.
2. Create Coupons/Vouchers: Design and issue coupons or vouchers for promotions or as part of prize packages.
3. Order and manage the inventory of prizes: Ensure timely procurement to meet event schedules.
4. Trustpilot Management: Send Trustpilot review links to winners; monitor and respond to reviews on Trustpilot.
5. Damaged Items Management: Arrange collection of damaged items through the DX system; ensure replacement or repair processes are initiated.

Experience:

Minimum of 3 years of experience in relationship management, administration, marketing, or digital media. Proven track record of managing relationships, customer retention, and administering successful digital marketing campaigns.

Skills:

1. Strong interpersonal and communication skills, with the ability to build and maintain professional relationships.
2. Proficient in digital marketing tools and platforms (e.g., social media management tools, Trust Pilot, Facebook, and CRM software).
3. Excellent organisational skills and attention to detail.
4. Ability to work independently and as part of a team in a fast-paced environment.
5. Creative thinking and problem-solving abilities.

Application Process:

Interested candidates should submit their CV, a cover letter detailing their relevant experience, and any supporting materials.