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Senior Customer & Communication Manager

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Why Superdrug

Passionate about Beauty and Health? Want to be part of an innovative, trend setting retailer? Our vibrant Head Office, based by East Croydon station is a fantastic environment filled with hundreds of brilliant personalities.

We’re a team that puts our customers and our teams at the heart of everything we do. At Superdrug, we aim to be the best in accessible health & beauty, loved by our customers for value, choice, friendly advice, service and fun.

Our success comes from our people – they make the difference. We’re all about personality, we have fun, and we work hard to deliver That Superdrug feeling.

Here's the exciting bit…a day includes

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 strategy, a team of 5 and management of third party agencies and suppliers

Key Accountabilities:

PR & Customer Campaigns
Responsibility for the annual PR strategy including overall press office and tactical campaigns for Beauty, Healthcare, B. and Superdrug Mobile.
Work with our 2 agencies to produce engaging and ROI focused PR campaigns that support commercial objectives, our wider marketing calendars, and the customer strategy.
Work with the wider marketing function including Owned Media, CRM, Social and Online to execute annual communications plan and ensure share of voice across our marketing disciplines.
Ensure the team is working with the commercial, finance team and agencies to produce reports on the success of campaigns and measurement of KPIs.
Work with the Executive Board to approve and manage appropriate course of action and internal processes for Issue and Crisis.
Ensure that the agencies are managing the corporate communications diary, and proactively communicating Employee, business, and Property developments to the media where relevant.

Internal Communications & Talent Channels
Develop and evolve the internal communications annual plan. Focusing on our content pillars of engage, recruit and educate.
Increase year on year total engagement on the Hub by 10%. Improve activity levels on the Hub by 15% in 2020.
Define achievable ‘tec’ improvements list for 2020, and work with Mango Apps to land these improvements.
Work with the Regional Managers to introduce a region-specific plan to improve engagement and activity by region.
Working with finance, commercial and the people team to prove the correlation between Hub engagement and Store KPIs.
Introduce projects for the team to manage that will drive engagement and efficiency across all internal communication channels. The Team will showcase impact on the business and engagement improvement.
Demonstrate delivering innovation and change to our internal communications at Superdrug and communicate this to key stakeholders in the business on a regular basis, i.e. bi-monthly IC review.
Working with River to create a successful content planner including Linked in and Social that is linked across all departments to engage potential candidates and current employees, improve following across channels.
Define the content channel brand and tone of voice. Ensure that all content produced meet these guidelines.
Measure performance of each channel and introduce channel specific content to improve engagement, focusing on Instagram and Facebook. ROI measurement and analysis needs to be communicated to key stakeholders.

Event Management and Experiential:
Overall responsibility of the eventing calendar
Manage team and agencies to deliver experiential activity calendar and events at Superdrug
Provide support to the commercial teams to support supplier sell in of experiential marketing activity in store.
Manage team to execute ‘Superdrug Presents’, the biggest annual event in Superdrug’s calendar, including internal stakeholder management and external customer marketing plan.
The team is responsible for delivering 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 team to deliver 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.
To ensure that a system of continuous review and improvement is embedded within Customer Experience so that ‘traditional thinking’ is challenged and innovation pursued, through attending customer forum groups and retail conferences
Advise other internal Departments regarding development related issues, and make recommendations as appropriate to resolve or improve.
Assess and approve invoices, including necessary tracking and recording in relation to Projects undertaken.
Undertake post project analysis and cost analysis to ensure processes are reviewed and improved.

Communicating Our Customer Voice:
Manage and evolve our digital, and social community on, 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.
Liaise with Hong Kong on dash boards for customer loves and Mystery shop
Co-ordinate stores bonus program alongside the People and Operations teams.

What you will need to succeed

Ability to manage internal team and external agencies.
Management of Assistant Customer Manager
Data analysis experience 
Track record of manging projects, including stakeholder management and reporting of individual projects and roll-outs.
Thorough working knowledge of all relevant Health and Safety legislation.
Ability to work with all levels and to tailor information and behaviour as appropriate to the audience.                                                                                                               
Ability to work independently in a fast-moving environment with a flexible attitude to work.     

Here’s what’s 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! 

Come and be part of something special.



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


Apply now to become part of more

By joining us, you will be part of More than just a health and beauty retail group. You’ll become part of an organisation which is well-recognised all over the world.