Total 2 customer service job vacancies in Bishop's Stortford, Hertfordshire, CM23 5GZ

Customer Lifecycle Marketing Automation Manager
Hemel Hempstead (Hybrid) – (50% of week in office)
Annual salary + bonus and benefits

Be part of the CLM transformation at Haven! We’re looking for a technical specialist to take on a brand new role that will drive automation and incremental revenue and an enhanced customer experience. Automation and personalisation are key pillars of our new Customer Lifecycle Marketing proposition, you will drive building sophisticated customer journeys

The Customer Lifecycle Marketing Automation Manager will oversee customer communication journeys, automation (email, SMS, App Push, Outbound Calling), and dynamic elements in our new Email Service Provider (Bloomreach). This role demands technical expertise, project management proficiency, and CRM best practice knowledge. Leading the CLM's technical aspect, you'll be instrumental in building the new CRM journeys.

Your Opportunity:
To learn, develop and become an expert in a key area of the business by:
- Developing and building our new Bloomreach environment
- Leading the build & development of visually appealing and responsive marketing emails, SMS, App Push campaigns, including implementing dynamic elements
- Acting as the technical lead on CRM automation across workflows, process, campaigns, cart abandonment etc
- Owning the testing and optimisation process, including QA
- Leading on email campaign performance and analytics/tracking

What we’d like you to bring:
- Proven experience in the technical elements of CRM – building and deploying emails
- Experience of implementing advanced email automation workflows based on customer behaviour and preferences
- Deep understanding of email service provider platform management and operations
- Experience of building emails using some or all of the following: HTML, CSS, PHP, AMP Script
- Demonstrated experience of building personalised communications within an ESP

What’s In It For You?
- Holiday allowance that rises with service, plus a ‘Holiday Buy Scheme’
- Annual bonus
- 20% discount on both Haven and Warner Hotels holiday for you, family and friends
- Comprehensive wellbeing support
- Access to the Bourne Leisure corporate box at the O2 Arena ,London
- Exclusive discounts with corporate partners
- Exciting career pathways, including Learning and Development opportunities such as Apprenticeships and Degrees

Who are we?
We’re part of an award-winning Bourne Leisure family, which includes Haven & Warner Hotels. We have 9,000 fantastic team members and 39 beautiful seaside locations and our HQ based in Hemel Hempstead.

What’s it like to work with us?
Working with us is ultimately defined by our exceptional people and teams. At Haven, we take pride in our Breath of Fresh Air culture, which focuses on valuing and supporting every team member. We prioritise openness and transparency in our interactions allowing our team members to be their authentic selves.
We operate a hybrid working model, meaning 50% of your working week will be spent at the office, occasionally on Park, or at external events.

What can you expect during the recruitment process?
The interview process will be up to 3 stages and may contain a presentation or skills test, depending on the role. If you require any support or reasonable adjustments to help you perform at your best during this process, please let us know.

Diversity, equity, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.

We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at resourcingteam@bourne-leisure.co.uk.

Service Delivery Manager

As leader of the Warner Service Delivery team, you will be responsible for owning key relationships with service partners and suppliers to streamline support processes and monitor service levels, address gaps in support and ensure appropriate support contracts are in place and regularly reviewed. You will ensure technology is delivered consistently across the Warner estate, and the support processes in place are fit for purposes to allow the business to operate efficiently.

What will I be doing?

• Carry out occasional site visits to better understand where teams experience persistent technology issues, and the impact on their ability to deliver our guest experience. Own and implement the improvement process.
• Demonstrate a commitment to delivering a superior technology experience to our teams.
  Support sites teams with resolving operational issues including door locks, phone lines, AP connectivity and PDQs
• Ensure the Service Delivery function communicates service outages, project communications and technology-related incidents effectively, and support with reviewing Problem/RCA with internal/external service partners and suppliers
• Gain a sufficient understanding of the systems used by Warner team to help deliver improved service levels
• Gain a sufficient understanding of the necessary workplace systems used with your department, such as iBuy, Cornerstone, Concur, in order to be able to support teams
• Encourage and support Service Delivery continuous improvement, ensuring support and process documentation is always updated, reports and comms fit for purpose, and adopting any other best practises from industry standards.
• Working collaboratively with all central teams to continually improve the team technology experience
• Work towards implementing and owning a streamlined support offering for Warner business, across hotel team and Hemel.
• Provide general support to technology related project plans helping to ensure they are delivered on time and on budget

What are we looking for?

• Good organisation and time management skills
• Able to manage multiple priorities and adapt quickly to changing requirements
• Be proactive in gaining a broad, high-level, understanding of a wide variety of systems and processes
• Autonomous decision maker – able to just between need for assertiveness and peer review

The benefits of working with us

• A fantastic opportunity for career development through externally recognised qualifications in addition to in-house training and development (Degree and Apprenticeship level)
• 20% discount for you, your family & friends across our Bourne Leisure brands; Warner Leisure Hotels and Haven Holidays (including further discounted breaks within
  Warner for you, your family, and friends to use)
• Access to numerous discount and offers with many national brands and retailers.

Diversity, equality, and inclusion are at the heart of who we are and what we do. Our commitment to these values is unwavering and they are central to our mission. We encourage applications from all backgrounds, communities and industries and we are happy to discuss any reasonable adjustments or flexibility that you may require, including whether a role can be part-time or a job-share.

We genuinely care about every candidate's experience during the recruitment process and are here to provide support where we can. If you require any assistance or reasonable adjustments while applying, please don't hesitate to reach out to us at: Warner.leisurerecruitment@bourne-leisure.co.uk