• Office Location: Dragon Court, 27-29 Macklin Street, London WC2B 5LX
  • Office Name: Reed.co.uk
  • Salary: £100000 - £100000
  • Job Type: Permanent
  • Role Type: Full-time
  • Job Ref: 467599

Director of Customer Engagement

Reed.co.uk are looking for a Director of Customer Engagement to join their Customer Team at Reed.co.uk


Here at Reed.co.uk our vision is simple, to connect people to a world of career opportunities online. We have a customer-first strategy which relies on a deep understanding of the needs of our users, both B2B and B2C. 


You will be commercially-focused to ensure Reed.co.uk is maximising revenue generation from B2B customers by driving our customer engagement strategy, You will work collaboratively with other teams to execute our business strategy, with particular focus on helping Reed.co.uk deliver services and experiences which delight our our users by delivering market-leading levels of value. 


Key Responsibilities


As Director of Customer Engagement at Reed.co.uk, you will be part of the Senior Leadership Team and will represent the needs of our customers (B2B) at senior level. The key responsibilities of this role are:


  • To work with the business to create, own and deliver an ambitious vision and strategy for a best in class B2B customer experience at Reed.co.uk 

  • Be responsible for building, managing, mentoring and developing best in class Customer teams, comprising of both our Customer Success and Customer Experience functions

  • You will work to implement and ensure a user-centred approach to customer engagement across our Sales and Customer teams

  • Create a scalable process for gathering, analysing and prioritising customer feedback to ensure we are constantly focusing services on our users’ needs 

  • Be ‘The Voice of the customer’ and the custodian of their best interests within Reed.co.uk

  • Create a clear and transparent relationship with multiple business functions including Sales, Product and Marketing to deliver experiences and services which drive value to our users

  • Create and lead our customer advocacy strategy, which aims to maximise positive reviews and increasing marketability of Reed.co.uk through various platforms (including Trustpilot)

  • Establish a strategic roadmap and operational model to scale customer support, including resourcing, tooling and forecasting processes

  • Lead, implement and support key commercial objectives and discussions via cross/upsell and retention


Skills and Experience


  • Demonstrable leadership skills and experience of leading successful, high performing individuals and teams

  • Extensive experience of creating and executing customer engagement strategies to deliver high levels of value to customers and the business

  • A commercial and strategic mindset that allows you to navigate a crowded but exciting multi-competitor landscape

  • A great attitude. You’ve really got to have a great attitude. We’re looking for people who want to make our customers’ experiences better and be a great member of our team. We want to be exceptional – you’ve got to too


Join Reed and help us achieve our purpose of improving lives through work.

Proud winners of:

  • #1 Recruitment Agency – Glassdoor Best Places To Work 2020
  • Glassdoor Top CEOs 2019
  • The JobCrowd Top Companies for Graduates to Work For 2021
  • The JobCrowd Top Companies for Apprentices to Work For 2021

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Our Values, Your Values; Our Future, Your Future

All job offers are subject to satisfactory references and compliance with vetting requirements applicable to the job role. Reed is an equal opportunities employer.  We aim to ensure that no candidate or employee receives less favourable treatment on the grounds of gender, race, disability, sexual orientation, religion or belief, age, gender identity, marital or civil partnership status, pregnancy or maternity.  We are a MINDFUL EMPLOYER and offer a guaranteed interview scheme for disabled applicants who meet the minimum criteria.

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