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This is a hybrid role covering community building across all social media channels and improving the customer experience of our customers across all Cineworld and Picturehouse Cinemas in the UK and Ireland.
We are looking for a person who is passionate about film, cinema and social media. You will be in tune with social media platforms and current trends in order to engage with cinema fans and Cineworld customers in line with each platforms expected tone of voice. You will be confident in building reports to highlight trends, patterns and customer behaviour and feedback from data sources across the business.
Working closely with the Social Media Community Executive, you will support Cineworld’s social media marketing strategy by engaging with our customers in order to help us build our social media presence and maintain the engagement of our customers who love our brand and all things film and cinema.
This role also requires you to work closely with the Head of Customer Experience to create varied reports on a recurring basis.
You will need to be competent at interpreting and presenting data in reports to give accurate feedback about customer sentiment. You will be responsible for liaising with key stakeholders across the business to ensure that the experience of Cineworld customers is feedback consistently and utilised in all areas of the business and insights appropriately shared.
KEY RESPONSIBILITIES
Community Engagement
Engage with Cineworld’s online community and act as an ambassador for the Cineworld brand, establishing a consistent community culture and tone,
Proactively, reactively & opportunistically respond to customers in line with social customer experience guidelines to engage our fans and followers,
Moderate customer content in line with social customer experience guidelines and identify content that may have PR implications for the business,
Support social marketing campaigns and competitions and assist in the delivery of these as required,
Ensure that reputation protection is maintained by keeping messaging on sensitive issues consistent with responses agreed by the PR Agency, Head of Customer Experience and/ or Marketing Team,
Respond to operational issues in real time ensuring that the business keeps customers appropriately informed in relation to operational issues (cinema closures, IT issues etc).
Customer Feedback
Identify and act on opportunities for Cineworld to improve customer satisfaction based on insights from our Voice of the Customer (VOC) program,
Report back to key stakeholders in the business on customer experience performance, trends and insights,
Collaborate with cinema teams and Head Office teams on projects targeted at improving customer experience,
Assist the Customer Experience Manager as an advocate back into the business on behalf of customers, helping to encourage a customer-centric culture within all areas of the business.
Analysis & Reporting
Sourcing, formatting and presenting data securely in a relevant way for analysis,
Monitoring and extracting simple data, importing data into databases and preparing reports,
Sharing reports on a daily, weekly and monthly basis to senior management/ stakeholders,
Storing, managing and sharing data in a secure and compliant manner,
Communicating via email with a range of internal and external stakeholders on behalf of the department, making/receiving related phone calls, emails and messages, dealing with enquiries and providing knowledge transfer,
Producing and updating documents and spreadsheets using Microsoft Office tools and other platforms which may be suitable,
Collating and distributing information or materials,
Any other ad hoc duties as required.
Ad hoc projects
- Play a role in the effective planning and implementation of Customer Experience initiatives.
ESSENTIAL ATTRIBUTES & EXPERIENCE
Required Experience
Customer service experience for a brand required,
Collecting and passing along customer feedback,
Insights reporting/ trend identification and analysis,
A good understanding of GDPR best practice,
Experience with delivery of customer service and customer engagement via social media is desirable,
Proven understanding of Social Media trends and viral nature,
Experience within the leisure sector desirable.
Values & Character
Numerate and able to work well with data and statistical information,
Able to work for periods alone and as part of a small team,
A collaborator who looks to bring people together to work on a problem and who is talented at generating buy-in and excitement,
A problem solver, keen to suggest solutions backing up suggestions with data and facts,
Able to use initiative and learn to prioritise own workload,
Strong drive and presence as well as confidence and assertiveness is needed to bring buy-in from all levels of the Company,
Highly self-motivated, highly results focused and action-orientated,
A willingness to go beyond the call of duty to get the job done – it is essential this person has a flexible approach.
Skills
Proficiency in Excel and PowerPoint – Essential,
Excellent verbal and written communication skills,
Initiative and a good problem solver working,
Workload management and experience using Microsoft Planner or Trello would be advantageous,
Proficiency with Power Bi, Qlik View, Tableau, Google Analytics or other data presentation systems is ideal but not required,
Working knowledge of GDPR
Other
Able to travel:
Regular travel to regional meetings + travel to cinemas across the UK and Ireland – Driving license & a Car is desirable but not essential
Occasional travel to Warsaw (a few times per year)
Due to the nature of the role flexible working will be required with working hours to be split across 7 days a week requiring some remote work.
