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Customer & Communications Manager

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Job Purpose:
Delivering that Superdrug Feeling to our customers is at the heart of what we do here at Superdrug. This exciting role will be responsible for delivering a number of areas of our overall Customer Experience strategy. As customer expectations are changing faster than ever the role will be responsible for identifying how Superdrug will need to change and plan for the future in order to continue to meet our customer needs. The role will also be responsible for the customer experience executive and management of third party agencies.

Key Accountabilities:

 Event Management and Experiential:
Management of experiential activity calendar and events at Superdrug
Provide support to the commercial teams to support supplier sell in of experiential marketing activity in store.
Deliver and manage ‘Superdrug Presents’, the biggest annual event in Superdrug’s calendar, including internal stakeholder management and external customer marketing plan.
Deliver new, innovative experiential events to customers such as local customer entertaining & blogger meet and greets.
Organise agencies /suppliers to perform activities in accordance with required standards including completion of bi-annual tender.
Liaise with wider marketing and store operations team to ensure events run smoothly and are communicated across relevant owned media channels.

Driving Innovation through Customer Insights:
Work with the research and customer team to identify and analyse potential new customer projects
Liaise with internal and external contacts in a professional manner to ensure delivery of customer projects.
Manage ad-hoc customer driven projects taking into account our customers pain points seeking out solutions through implementing suppliers or equipment to improve the customer journey.

Communicating Our Customer Voice:
Manage and evolve our digital, and social community on Superdrug.com, develop an annual marketing calendar to evolve the customer communications plan.
Successfully and consistently set up new ways to cascade our customer voices to the relevant departments both in Head Office and across the retail team.
Management of peer to peer review strategy and influencing the business to utilise our customer voice across internal and external marketing communications.
Management of the experience tracking programs, questionnaires and challenge process for Customer Loves and Mystery Shop.
Play a key role in supporting poor performing stores and areas on customer experience and service
Produce detailed reports for the business and Area managers and present and support at area meetings.

What you need to succeed:

Ability to manage internal team and  creative external agencies.
Management of Assistant Customer Manager
Data analysis experience
Track record of managing projects, including stakeholder management and reporting of individual projects and roll-outs.
Event Management experience
                                                                        

Whats in it for you

•33 days holiday rising to 38 days with length of service (inclusive of bank holidays) 
•Being part of more! We are part of a group who work closely with Savers, The Perfume Shop and Three UK. 
•We are part of A.S. Watson Group, the world's largest international health and beauty retailer with over 15,700 stores in 25 markets!  
•2 staff discount codes for yourself and a family member or friend 
•30% discount on Superdrug Own Brand Products both in store and online 
•Working in a stylish, modern and collaborative office close to East Croydon Station 
•Company pension matching and bonus 
•Unrivalled Learning and Development programmes 
•We are growing! We have opened new stores in 2019 and will continue to do so in 2020! 



 

Location

Superdrug Head Office,51 Sydenham Road,CROYDON,CR0 2EU

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