Digital Client Retention & Customer Support Manager

FTT Global Ltd
11 May 2017
09 Jun 2017
Contract Type
Full Time

FTT Global is a leading currency specialist, providing a web-based online payment platform for Multinational Companies and Private Individuals.

We are looking for a flexible, results-focused individual to maintain and grow our current client base whilst offering creative input to the client experience.

This is a fantastic opportunity to work in a fun, friendly and forward-thinking organisation with significant potential for you to develop your career and grow with the business.

Key Responsibilities:

  • To ensure all new and existing customers experience a relevant and positive customer journey.
  • Deliver a clear and continuous focus across FTT Global of the importance of the customer journey whilst proactively gathering feedback to improve processes.
  • Use digital channels to communicate with new and existing clients.

Main Job Tasks:

  • Use Wordpress to update the company's website by adding new pages and editing existing copy.
  • Manage, post and share on social media platforms such as Facebook, Twitter and LinkedIn.
  • Track website performance using Google Analytics and communicate findings and/or client trends to management.
  • Produce monthly or ad-hoc reports on competitor activity.
  • Create engaging blog posts, ensuring that copy is in line with brand guidelines.
  • Gather feedback from FTT colleagues and clients on ways to improve current processes of the customer journey. Designing and testing new enhancements.
  • Create and issue emails to the FTT client base regarding market information and FTT services.
  • Maintain contact with FTT's agents in order to grow our client base.
  • Contact FTT's client base by telephone as required.
  • Holiday cover of the client support role.

Essential Skills & Experience:

  • Proficient in Wordpress.
  • Minimum 2 years previous experience in a customer focused and digital environment.
  • Excellent ability to analyse and report findings on client information.
  • Excellent communication skills with the ability to interact with people at all organisational levels.
  • Good understanding of MS Word and Excel.
  • Good understanding of business media and marketing tools.
  • Confident and mature in attitude organising workload and prioritising.
  • Able to take ownership, use initiative and demonstrate good judgement.

Other Information:

  • Offices located in Chichester city centre with allocated parking.
  • Annual discretionary bonus and salary reviews.
  • Fun, social environment with fully expensed Summer & Christmas parties.
  • Lively and friendly working environment.
  • Working hours are Monday - Friday, 09:00-17:30.