Careers at Ballymore

Customer Experience Manager

  • Department
  • Location
  • Job type
  • Estate Management
  • East London
  • Permanent

Job Description

Key responsibilities

  • Creating, implementing and maintaining a complete set of Ballymore brand standards for our resort portfolio.
  • Collaborating with other Ballymore customer facing teams to ensure that relevant standards can be adopted across the business.
  • Being a central keystone within the Ballymore team to ensure we are providing a seamless and consistent customer journey.
  • Initiate projects as required in order to enhance customer experience in accordance with the strategy.
  • Managing BAML Help Hub to ensure this critical customer touchpoint maintains excellent customer service.
  • Support creating of content for digital forums – writing blog posts, articles, newsletters, communications materials for the app & supporting any other social media channels via the ballymore communications team if required.
  • Ensure employees are communicating in accordance with the Ballymore Tone of Voice.
  • Monitor and manage required communication posted on the app by local Resort teams.
  • Creating, managing and growing the company’s presence through the app such as blogs & news articles as well as social events etc.
  • Planning & attending customer events & meetups for our customer community as well as supporting the events planned by the on resort RSM & Resort teams.
  • Support & manage any incoming media requests via the app, working closely with the PR team.
  • Ensure customer surveys are issued in accordance with the customer experience strategy and that results are reported to stakeholders.
  • Measure and report analytics, feedback, survey results and generate action plans accordingly.

What We Are Looking For

  • Exceptional written and oral communication skills with a clear understanding of the importance of brand tone of voice.
  • Excellent IT skills, including knowledge of communication-based software packages
  • Excellent project management skills and the ability to coordinate information and direction from diverse stakeholders.
  • Experience of working in a project/property environment
  • Great empathy with brand development
  • Ability to coordinate and motivate teams

  • We operate as an equal opportunities’ employer.

Personal Information