German Customer Experience Executive

Runcorn, England, United Kingdom

We are Protein Works ™

Rewind to 12th December 2012. Out of a freezing cold office (because we couldn’t afford heating back then!), our founders huddled round a couple of laptops. This was the moment. After a year of working round the clock and a lifetime of tempering the thirst to create a world class brand, we pressed LAUNCH. That was the moment Protein Works.™ website went live to the world.

It’s not an overly fancy story, we know. There’re no garages worked out of, no office in the Bay Area to talk up. But fancy isn’t in our DNA, innovation is. With the idea to rock the very foundations of a sports nutrition industry that had become stagnant, we set out to create a health and fitness brand that put pure quality & wow service before the lowest possible price. We knew we’d be the underdogs from the very beginning. But you know what? We love that.

German Customer Experience Executive

1. To focus on proactively handling the emotion-based experience of our customers in the UK

2. To truly innovate when it comes to creating moments of wow within the customer journey

You’ll impact the growth of the business by increasing our new customer numbers and heavily impacting our retention rates, creating an organic impact that supercharges our word of mouth marketing, brand loyalty and advocacy.

You’ll be targeted on a variety of customer focused KPIs which will ultimately lead to growth of the business.

Your commercial eye will look to hit your targets as efficiently as possible for the business and your creative flair will look to do this as impactfully as possible for our customers as they experience our brand through the touch points you control. As such you’ll be challenged to manage your commercials and the brand in all aspects of your role.

You’ll be part of team of 6, with your colleagues executing the same strategy, with a language asset that differs to yours. Your team forms part of a wider team called ‘The Nerve Centre’ which sits within the wider Sales & Marketing Team and is the place where we are the custodians of customer experience and emotion. You’ll be flanked by the Spend Centre where we drive Acquisition and The Revenue Centre, where we drive Trading. The three teams will be really exciting places to be as we look to deliver to target successfully and collectively – with fun along the way!

Whilst you’ll be a number and target driven person and your understanding of brand management and focus on the customer will be a key driver in the way you manage our brand proposition with integrity and passionate focus on the customers perception and experience.

Immediate Responsibilities and Hot Projects

Plot, Plan and Deliver on the following:

1. Be actively involved in driving change from a service based to experience-based approach to Customer Management

2. Take on the implementation of core KPIs to measure our effectiveness in executing our new Wow strategy

4. Relentlessly focus on increasing our Trust Pilot and NPS rating in all countries to be best in class

Day to day responsibilities

1. Deliver personalised advice reactively and proactively to our customers through various communication methods, such as phone calls, live chat, email and social media

2. Manage real-time Social Media DMs, helping to build our communities and deliver a real time, personalised experience to our customers

4. Handle operational elements of our customer’s experience with the brand including order and delivery queries

6. Manage your daily tasks, output and achievement to set KPIs, with the goal of outperforming to expectation

7. Constant management & delivery of key performance targets

8. Work closely with the wider marketing team to deliver personal and on brand experience to our customers

10. Ensure the brand is represented to the highest possible degree in all interactions, posts, engagements across all countries at all times

Requirements

1. A team player and lover of hitting targets

2. Growing strategic mindset and appreciation

3. Creative and lover of brands

4. Passionate about service, helping people and getting a kick on the extra mile

5. Avid self-learner & teacher

7. You have high standards for quality of delivery from yourself and from others

8. You are positively impatient

9. You are great at building positive, productive relationships

10. You have excellent interpersonal skills, and you are able to clearly communicate

11. You are a highly motivated self-starter with a flexible, can-do attitude

12. You are an uncommonly fast-learner

13. You place a high value on delivering business impact

Essentially required

1. Language capabilities and high standard of written and spoken German

2. Customer service or sales experience – we need to see you can handle people effectively

3. Proven experience and an impressive track record of self-development

4. Creative, high energy, innovative, proactive and resourceful individual ready to take on a challenge

5. Proven track record of delivering to target

6. Relationship builder at speed and scale and able to show evidence of this

7. Keen negotiator and have a track record to talk of, even if that’s personal negotiations, they all count!

9. Passion for health, fitness and training