Customer Engagement Manager

CUSTOMER ENGAGEMENT MANAGER

Farm Day Nurseries Ltd

Farm Day Nurseries provide unique, farm based Early Years settings for children aged 0-5yo, based on award winning, locally adored farms parks. We focus on nature based play, and outdoor learning, following a child led curiosity approach to children's development.

Our ethos is that we want the best for children! It’s our privilege to make learning an adventure. Children are experts in their own play. We follow their lead!

We are now excited to announce we have an opening available for a Customer Engagement Manager, to work alongside our Head Office and Senior team, reporting to our Director Of People & Wellbeing.

We are looking for a vibrant, proactive individual, someone who has a real passion for customer engagement, collecting and analysing feedback, whilst championing the needs of our customers. Someone who can help us embed our company ethos and support our nursery teams.

This is a full time, permanent position, working 40hrs per week, Monday – Friday. Initially, 4 days per week based onsite at our Willows Farm Day Nursery nr St Albans, and 1 day a week at our Head Office in Milton Keynes. Once training and induction is fully completed, there will be the opportunity for this role to become a hybrid working model of 2 days per week from home.

Why work with us?

We are a genuinely transparent company, where our Senior Management team are present, available onsite, and on the phone on a daily basis. We openly offer and encourage progression and training opportunities, as well as extra benefits such as having our own wellbeing ambassadors onsite. This is to continue to support everyone’s mental health and wellbeing, alongside our management team.

We have friendly team, great children and supportive parents, as well as our beautiful, calm, farm based locations. You’ll soon see why we are a great company to work for.

Role and responsibilities

· Overseeing and supporting our sites enquiries (9 settings)– ensuring parents are responded to in a timely manner and that they receive the best experience with us right from the start.

· Managing the Farm Day Nurseries social media page and ensuring that other settings are promoting the group brand & their nursery brand accordingly on their individual social sites.

· Supporting and training administrators within their role at the nursery. This is done through training, site visits and monthly catch up calls.

· Running our holiday club reports and helping to set up the booking system

· Being a contact for administrators and managers alike for Connect CRM system. Encouraging people to log issues and identify training requirements for Connect.

· Managing our Customer Engagement Assistant

· Setting term dates and prices on Connect

· Running occupancy/enquiries/prospective parent reports for monthly manager meetings

· Running forecasting/Enrolment Week/Open Day/Holiday Club data for marketing meetings which are held every 2-3 months.

· Helping with annual pricing review

What are we looking for?

• Proven experience in a customer engagement role
• Previous experience of Social Media marketing/administration for business would be ideal
• Excellent communication and interpersonal skills with both customers and colleagues
• Ability to lead and motivate a team to achieve objectives
• A proactive approach to identifying and implementing innovative engagement strategies.

· Proficiency in Microsoft suite, confident user of CRM systems.

· A positive upbeat attitude

· Great organisational and problem-solving skills.

· Ability to juggle multiple projects at once.

· Hold a full driver’s license with own transport

· Experience of “Connect” or any other nursery based CRM system would be an advantage

Benefits

We offer an attractive salary and benefits package including:

• 50% off childcare (including Holiday Camp) – from day one with us!
• Wellbeing ambassadors in all our settings, to look after your health and wellbeing
• WPA "NHS Top up" - including a 24/7 helpline, access to private doctors appointments, money back on healthcare expenses
• Multiple free tickets into Farm Park sites!
• 2 free meals, and unlimited drinks every day for our staff
• 28 days annual holiday, increasing with service up to 33 days
• Refer a friend bonus up to £500 per referral - no limit on the number of referrals you can make!
• An open door management policy across all of our settings – You should always feel like you can come and talk to us.
• Access to various training courses, and ongoing progression and development opportunities
• Regular staff/team outings and celebrations – let your hair down, you deserve it!
• Free staff uniform – comfortable shirts and polos, and a coat for outdoors!
• Enhanced NEST Pension scheme for all staff – for a comfortable future retirement!
• Monthly staff lotteries and employee of the month – it could be you!
• Length of service awards and gifts – recognising your loyalty!
• Staff awards ceremony - with prizes worth up to £500!
• Staff summer bbq, and Christmas party
• Extra little “thank you” gifts for Valentines, Easter, Staff appreciation day, Christmas and other special annual days!
• Relocation packages – If you fancy a change of scenery?
• Cycle to work scheme – we will help you buy your new bike!
• Free parking

"Farm Day Nurseries – Doing what’s best for children and our team"

Farm Day Nurseries are committed to safeguarding and promoting the welfare of children and young people and expects all staff and volunteers to share this commitment. Safer recruitment practice and pre-employment checks will be undertaken before any appointment is confirmed. This post is subject to an enhanced Disclosure and Barring Service (DBS) check.