Our Business: GreenAcres offers a contemporary choice for people’s funerals, burials, cremation, and memorial services across many faiths and diverse communities.  The GreenAcres Group operates six cemetery and ceremonial parks across the UK, with over 260 acres of carefully managed woodlands, meadowland, and grounds. 

Job opportunity

This is an exciting new role, directly linked to supporting consumers through their customer journey via digital and direct nurturing.

Aligned to the Sales and Marketing strategy, you will personally manage social media across all relevant platforms. From posting fresh content to responding and developing conversations.

Alongside the initial management of digital leads, you will ensure that automated responses are received and satisfy customer needs. Nurturing the leads through to opportunity stage within our CRM system, and face to face appointment to visit their local GreenAcres Park. This combination of digital and relationship nurturing is designed to establish a long term connection with the Group.

You will also be responsible for following up with customers after their services to support them into the GreenAcres Family Programme. Having established a relationship with customers, it is important that their aftercare is handled well.

Working closely with the team you will assist in the development of digital assets to address barriers through the decision making process (the funnel).

This role provides an opportunity to work within a meaningful sector, with a purpose to support people through bereavement, connecting people through life and loss.

You will be a keen digital marketing specialist, with a passion for customer satisfaction and committed to work collaboratively across the organisation.

Consumer Support and Sales

• Nurture leads through lead management funnel providing a 1:1 experience with personalised support and regular, personalised follow up communication
• Provide personalised, accurate information and guidance throughout the customer journey to the point of face to face appointment with the park team
• Utilise Sales and Marketing materials to increase brand familiarity among assigned leads
• Overcome customer barriers and achieve conversion goals
• Ensures that all consumers are supported throughout the decision-making by seamless hand-over and highly collaborative working with Park teams
• Ability to convert leads to customers through a soft and empathetic sales approach
• Achieve overall Park sales targets through increased customer conversions

Data Collection and Maintenance using Information Systems

• Utilise current CRM systems to track consumer interactions
• Document all customer trends and concerns with business offering and team
• Ensure timely follow up on all calls, tasks and commitments to the customer as a priority appropriate to agreed key performance indicators relative to lead generation volumes
• Monitor sales dashboard to ensure customer communication follows established service level agreements
• Partner with Park teams to provide in-person handover as required
• Responsible for data collection and clean through nurture process

Social media

• Close working with team to develop quality, engaging content
• Posting and scheduling of content across agreed platforms in line with communication goals
• Managing responses and dialogue with audience  

Personal Effectiveness and Continued Growth

• Provide an empathetic experience to the customer through communication that keeps the customer needs in mind and offers support through real life experience and company resources
• Offer a professional, friendly and positive attitude through all customer touch points
• Manage time and priorities effectively
• Attend internal and external training and team meetings as agreed with manager

Team Role

• Communicate goals, strategy and progress effectively and in a timely manner to the wider team and ensure cross functional collaboration to build success
• Contribute ideas and collate feedback from meetings with different target groups
• Coordinate projects efficiently and effectively with team members keeping within agreed budget

Person specification

• Excellent written and verbal communication skills, ability to confidently lead meetings, and to effectively negotiate to build partnerships
• Knowledge of mental health, diversity challenges, end of life, and bereavement (advantage)
• Commitment to personal development and can demonstrate the ability to proactively assimilate knowledge position requirements
• Good knowledge of relationship management, CRM systems and value selling
• Experience of analysing data and other sources of information to make informed decisions
• Strong attention to detail to produce various data reports and documentation
• Can effectively collaborate with others across different teams and parts of the business to drive results to deliver excellent customer experience

Education

• Degree/HND in business, sales & marketing diploma, 2-3 years’ experience

This role will suit someone with a commercial attitude and digital / CRM marketing skills, who is motivated to work alone, at a desk and has the flexibility to attend field-based activities. You will have highly developed interpersonal and communication skills, detailed knowledge of the end-to-end customer journey. You will be accountable for KPIs and management of the CRM system.

Shortlisting is carried out objectively by assessing the information you provide against the requirements of the job as set out in the vacancy details.

If you are shortlisted, you will be contacted and invited to attend an interview.  

However, due to the high number of applications received, should you not hear from us within 48hrs after the closing date, your application will have been unsuccessful.

You will be notified in writing of the next stage in the recruitment process and we will also tell you the details of what to expect at the interview.

Requirements

Compliance Eligibility to Work in the UK. Having a criminal record will not necessarily prevent you from working at GreenAcres. In reaching a decision, we will take into account; the nature of the work, the circumstances and background of the offense(s), and the time elapsed.

We only accept applications with a covering letter. If you require a reasonable adjustment or other assistance to participate in the recruitment process, for example, due to disability, please email at [email protected] prior to the closing date. Closing date: 8th October 2021

GreenAcres appoints on merit.