Role Profile

Title / Customer Engagement Officer
Department / Customer Engagement & E-marketing
Division / Central Marketing
Grade / NICS Staff Officer
Type of Contract / Full-time & Temporary
Reporting to / Digital Development & Operations Manager
Location / Coleraine

Purpose of the role:

To facilitate the growth and scalability of Tourism Ireland’s customer engagement activities by:

·  Managing the company’s Customer Relationship Management System (APEX)

·  Working with market colleagues to expand the organisation’s warm email program in line with corporate strategy

Note: This job will involve some travel mainly within the island of Ireland but also on occasion to overseas offices.

CRM System Management

  1. Provide domain ownership and expertise in CRM best practice and in particular in audience segmentation.
  2. Manage the awareness and reputation of CRM across our central departments and overseas markets.
  3. Work with departmental colleagues to manage the continued integration of CRM with Tourism Ireland websites and Social Media applications.
  4. Liaise with colleagues to ensure maximum integration of Ireland.com in populating the CRM database with warm prospects and enhanced capture of consumer interests.
  5. Ensure an effective structure is in place to provide support to market users, manage escalations, and identify trends for training purposes and for the creation of training/usage documentation.
  6. Work with colleagues and suppliers to manage a change control process and to ensure that CRM remains fit for purpose as needs evolve.

Email Marketing

  1. Provide leadership and advocacy for email direct marketing.
  2. Work with market colleagues to deliver a significant expansion of warm email consistent with the corporate strategy. Services for markets to include:

a. Template development, b. Candidate email development c. Effectiveness measurement

  1. Provide a structure for market supports through central expertise and supplier services.
  2. Management of the supplier contract providing the email system.

Reporting & Analysis

  1. Provide accurate, informative and timely reports with analysis and recommendations.
  2. Contribute to the ongoing development of data analysis and usage within Tourism Ireland, to the development and improvement of CE&EM processes and procedures and to the development of departmental specialisms in best practice across a range of areas, such as data capture, email marketing, etc.
  3. Manage allocated resources to deliver value for money and in line with company policies and procedures.
  4. Such other duties as the company may from time to time reasonably require.

For an interim period to be agreed, the following responsibilities will also apply. The balance of priority with the primary responsibilities will be agreed.

Contact Centre and Contact Centre Services Management – Transition Phase

Manage the transition of the Contact Centre contract to the new Community Management service

  1. Day-to-day management of the performance of Tourism Ireland’s outsourced contact centre, ensuring service levels, volume and forecast targets are achieved.
  2. Work with the contact centre’s management team to ensure that FTE utilisation is at an optimum level to achieve both customer service and budgetary goals.
  3. Work with markets and the contact centre’s management team to ensure that quality meets agreed standards across all customer contact points.
  4. Work with all interested parties to ensure that any new services introduced to the contact centre are established as a part of overall operations and within agreed parameters.

The successful candidate will possess the following skills, experience and competencies.

Essential

  1. Experience of working in a contact centre services environment.
  2. Experience of provision of technical/customer support and/or CRM systems.
  3. Excellent written and oral communication skills.
  4. Excellent team working skills with an ability to work with people of all levels within the organisation and externally.
  5. Demonstrates a positive and flexible attitude to change.
  6. Possesses strong analytical and problem solving skills, with an ability to offer insight and develop solutions.

Desirable

  1. A third level qualification or equivalent in a business, marketing or management discipline.
  2. Experience of working with outsourced suppliers.
  1. Experience of change management and/or new product/service introductions .
  1. Experience of tender projects.
  2. Experience/Knowledge of project management techniques.

Date: July 2015