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Customer Engagement ManagerBT
10 days ago
  • LevelMid Level
  • ProfessionsCommunications Manager, Marketer, Account Manager
  • TypeFull Time
  • LocationLondon, United Kingdom

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Description

Why Busiess
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.  We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.  As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
Why this job matters
This role is responsible for driving the Customer experience in Wholesale to develop large-scale, transformational initiatives and plans that will drive-up Customer Satisfaction for all its entire customer base and, in-so-doing, ensure Wholesale meets its’ annual NPS targets and Ambition 2030 strategic objective.  As part of this work this role the postholder will also take the lead on the direction of Customer Learning and Development which is an exciting new element for Wholesale, to drive a positive impact on Wholesale NPS.
The role holder will work closely with the WLT to share NPS reports, analysis, provide the tools and data to identify key improvement programmes required to address Customer pain points, track improvements and agree appropriate lead KPI’s. They will create and manage the Wholesale Customer Learning & Development strategy and plan and work with relevant stakeholders across the business for guidance and delivery.
Their main role is to ensure all stakeholders understand the pathway to Transforming NPS across all Wholesale value streams, and that we have the relevant insight, best practice, and underpinned plans to be successful in our pursuit of delivering great NPS across all area of the business. This roles will require strong communication and presentation skills and a proven track record of successfully managing multiple stakeholder
What you’ll be doing
  • Owns and manages the Best for Customer programme and governance at an exec level
  • Owns the planning and strategy for Wholesale Customer Learning requirements
  • Manages the online customer learning portal – Academy Point
  • Reports on how customer learning is impacting customer experience and NPS scores
  • Understands, defines and communicates the NPS roadmaps across Wholesale
  • Works with relevant stakeholders and work stream owners to ensure action is delivered to underpin the NPS targets
  • Build the communication plans for NPS delivery
  • Lead the engagement plan that helps to embed NPS and its importance across the wider organisation
  • Define and manage the NPS plans for Wholesale
  • Identify, size and forecast NPS impacts against improvement opportunities/initiatives and owns the sides and tracking of each value stream plans
  • Present NPS progress at an exec/Senior Management level
The skills you’ll need
  • Market Analysis
  • Communication
  • Commercial Acumen
  • Strategic Planning
  • KPI/Metric Design
  • Business Process Improvement
  • Financial Analysis
  • Forecasting, Planning & Budgeting
What we would like to see on your CV
  • Quantitative and analytical skills to synthesize survey results
  • Be able to quickly understand the component parts of Wholesales strategic priorities
  • Define and communicate simply and articulately the insight that underpins and the activity that will deliver NPS leadership
  • Be able to simply define and document the NPS roadmap and channel strategy vision and explain how it fits and plays an important part of our strategy
  • Give a vision and pathway to step change the experience we offer our people and the customer today
  • Project management and planning skills – to define strategies to help support what our customers need and are asking for
  • Able to execute in a complex organisations.
Beneifts include
  • Competitive salary
  • Up to 10% on target bonus
  • Pension scheme (up to 10% BT contributions)
  • Flexible Hybrid working
  • Access to training and development to help you grow with us
  • 25 days annual leave (plus bank holidays)
  • Shares Plan
  • Flexible benefits: cycle to work, healthcare, etc.
  • Discounted BT products and services
Flexible Working
BT have moved to a hybrid working model - you can work from home 2 days per week. This means you’ll be at your contractual location 3 days a
About us
With over 175 years of heritage, BT is now the flagship business brand of BT Group. We’ve brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers internationally.
We’re a global leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.
We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.
As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.
A FEW POINTS TO NOTE:
Although these roles are listed as full-time, if you’re a job share partnership, work reduced hours, or any other way of working flexibly, please still get in touch.
DON'T MEET EVERY SINGLE REQUIREMENT?
Studies have shown that women and people who are disabled, LGBTQ+, neurodiverse or from ethnic minority backgrounds are less likely to apply for jobs unless they meet every single qualification and criteria. We're committed to building a diverse, inclusive, and authentic workplace where everyone can be their best, so if you're excited about this role but your past experience doesn't align perfectly with every requirement on the Job Description, please apply anyway - you may just be the right candidate for this or other roles in our wider team.

Skills Required

  • Market Analysis
  • Commercial Acumen
  • Strategic Planning

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