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Project Manager

  • Location

    London, England

  • Sector:

    Contract & Freelance

  • Job type:

    Contract

  • Salary:

    £250 - £280 per day

  • Contact:

    Maeve Kerr

  • Contact email:

    maeve@spherelondon.co.uk

  • Published:

    4 days ago

  • Duration:

    6 months

  • Expiry date:

    2021-08-08

  • Startdate:

    ASAP

  • Reference:

    MK1RRM_1623232773

Project Manager

6 month contract

£250-£280pd

ASAP start

London

Are you keen on improving brand image and want to work for a nationally renowned household name? Perhaps you have worked across a multitude of teams and managed projects end to end? Maybe you have a keen passion across social, social listening, digital and customer experience?

Then this could be the role for you!

*Please note, this role is not for Trustpilot*

The Role

PLANNING & STRATEGY:

  • Learn about platform capabilities. Work with internal and external teams to understand required timing and agree on the contract start dates
  • Work with InfoSec, Legal and Data Protection to ensure compliance with industry and regulations.
  • Work with the Finance team to ensure their learnings are deployed within planning process
  • Audit John Lewis presence on TP platform to understand customer behaviour
  • Work with product owners to create an implementation and time plan (1. implementation of key functionalities needed for the launch, 2. future enhancements added to the backlog)
  • Work with CRM and Insights team on the testing proposal to understand audience's behaviour and engagement
  • Determine the targeting and complete testing on customer segment level to leverage customer engagement and comms strategy
  • Create training materials for Customer Service teams and train relevant teams on the platform
  • Train relevant teams on the use of TP platform

IMPLEMENTATION:

  • Create roadmap for Implementation of Trustpilot
  • Coordinate project management of Trustpilot implementation to ensure project meets set deadlines
  • Work with Salesforce, GCI and Product teams on solution enabling the review submission and relevant tracking
  • Work with the CRM team on deploying Trustpilot trigger messaging
  • Work with the Content team to create Reviews asks to leave reviews
  • Work with Analytics on reporting needs and tracking
  • Analyse test and learn approaches to determine the strategy for Trustpilot
  • Identify reporting cadence, conduct analysis and share insights
  • Work with CS and Insights team to identify new level of insights coming through from Trustpilot
  • Document the implementation process to ensure this is available if other parts of The companies Partnership division would like to onboard TP in the future

OPTIMISATION:

  • Use the data from the implementation stage to review and reprioritise backlog with Product, CRM and Content team
  • Monitor results and impact of Trustpilot Reviews (Commercial: Traffic, Conversion, Customer Satisfaction: Average Rating)
  • Create process map of all customer touchpoints and identify further opportunity to collect Trustpilot reviews (e.g. professional services as well as Installation, Fitting services)
  • Understand customer journey and identify opportunity to submit Trustpilot Reviews (e.g. Click and Collect text messages)
  • Identify opportunities to increase engagement and the review submission (e.g. subject line, creative testing)
  • Define always on optimisation strategy to ensure customer engagement and post service/ purchase journey is fully optimised
  • Monitor qualitative and quantitative data to understand insights and share recommendations and findings with relevant stakeholders across the business
  • Review contract and current use of the platform and provide recommendations for the contract renewal

POST IMPLEMENTATION STRATEGY:

  • Identify opportunities across omni-channel customer journeys to display Trustpilot Rating (e.g. 5* rated shutters service)
  • Test the display of the Trustpilot reviews rating across the omni-channel customer journey and identify opportunities to scale
  • Identify MVT strategy of Trustpilot score display within customer touchpoints (e.g. Tv ads, social ads),
  • Work with Content and Design to identify opportunities of using TP score within the in-store customer journeys. Test the approach and identify testing and scale.
  • Record the results of testing to ensure insights and learnings are used during the planning process
  • Using learning from Trustpilot implementation, identify opportunities for the company across other Reviews platform (e.g. TripAdvisor, Google Reviews) and strategy for individual platforms

Other relevant skills and social media knowledge:

  • Social Media Analytics to run Social Listening projects (Brandwatch, Sprinklr, Social bakers)
  • Understanding of UGC social marketing practices and utilisation of the content across customer touchpoints
  • Previous experience of using ratings and reviews platforms is ideal but not essential.

Sphere Digital Recruitment is acting as an Employment Business in relation to this vacancy.

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