An established and successful business near Cardiff are recruiting for a Head of Marketing and Customer Service for a 12 month fixed term contract.

The company are driven to create innovative products that are high performing, environmentally sustainable and economically attractive. This role will report to the Chief Commercial Officer and have wide ranging responsibilities that include Marketing, Customer Service, Brand, Team Management and Data Reporting.

Head of Marketing and Customer Service job description

• Develop and implement Marketing strategies aligned with long-term acquisition and retention objectives.
• Create, monitor, and manage Marketing KPIs, reporting on the effectiveness of strategies.
• Oversee the company’s digital Marketing strategy, including SEO, PPC, email, cold lead targeting, ABM, content creation, and social media.
• Develop and implement Sales and Marketing automation tools, enablement tools and other technologies that enhance the team’s efficiency.
• Develop and maintain CRM platform, ensuring 100% data compliance and accuracy.
• Develop and implement a comprehensive and scalable Customer Excellence strategy that supports long-term business growth and enhances the customer journey from onboarding to contract renewal.
• Oversee Customer automation tools, customer health scores, and other technologies that enhance the team’s efficiency.
• Create, monitor and manage Customer Excellence metrics, health scores, and KPI’s relevant to each account, the entire team, and the entire business.
• Create processes to improve customer satisfaction, engagement, and retention metrics.
• Oversee brand positioning, messaging, and identity to ensure consistency across all platforms.
• Lead, mentor, and grow high-performing Marketing and Customer Excellence teams, fostering a culture of creativity, innovation, and collaboration.

Head of Marketing and Customer Service person specification

• A deep understanding of Marketing principles with ability to both plan and executive campaigns.
• Comfortable working in a technical, B2B environment.
• Team leadership experience, able to motivate and develop staff.
• Natural communicator who is confident when working with senior colleagues.
• Able to gain an understanding of customer needs and market to them accordingly.

An opportunity for a suitably experienced candidate to join an innovative business. Applicants will be comfortable working in a technical, product-led business. A role that will require flexibility of approach and attitude, moving seamlessly from one discipline to another!

As well as the salary there are 25 days annual leave, healthcare provisions, company pension and further intangible benefits.

Hybrid working: two days in the office, three days from home.

If this role is not quite right for you but you know someone suitable, be sure to use our £500 Candidate Referral Scheme.

Bowen Eldridge Recruitment is acting as a Marketing Recruitment Agency.