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About the Role
The Outdoor Planning and Service Executive plays a key role in delivering exceptional customer support to both external customers and internal partners, ensuring high levels of customer satisfaction. This role focuses on efficiently managing customer orders and email communications, ensuring they are processed promptly, accurately, and to a high standard. You will be responsible for providing up-to-date inventory information to customers and the sales team while collaborating with sales and trading teams to ensure customer campaigns are successfully and accurately booked into the system. Additionally, you will oversee post-campaign analytics, ensuring a seamless end-to-end customer experience.
Responsibilities
- Support the national sales team by providing timely and accurate information to assist in client discussions.
- Maintain professional and effective communication with customers and all stakeholders.
- Work closely with Commercial Operations, Finance and Fulfilment teams to ensure customers receive accurate campaign information and any issues are swiftly resolved.
- Contribute to the implementation and improvement of initiatives within Commercial Operations.
- Respond to customer inquiries and requests promptly, ensuring thorough and efficient resolutions.
- Develop strong relationships with customers and take a proactive approach in understanding their needs.
- Provide inventory availability details for campaign bookings to sales and customers.
- Accurately input booking details and customer information into internal systems.
- Ensure all bookings are processed accurately, meeting customer requirements, and provide comprehensive booking documentation for campaign fulfilment.
- Deliver post-campaign analysis to review and enhance campaign performance.
- Advise customers and sales teams on campaign delivery requirements and inventory availability.
- Respond to all customer and commercial emails within 2 hours.
- Aim to resolve customer and commercial requests within an average of 3.5 email exchanges.
- Manage an average of 30 emails per day while maintaining quality responses.
- Maintain a 3+ Star rating in customer satisfaction by ensuring high-quality responses to customer briefs.
- Achieve a minimum of 95% accuracy in order processing.
- Ensure all bookings are correctly paired with purchase orders to facilitate accurate invoicing and timely payments.
Requirements
- Excellent interpersonal and organisational skills
- Proactive attitude
- Solutions driven
- Accuracy and attention to detail with willingness to “get the job done”
- Can work under pressure and to tight time scales
- Excellent communication skills and confident dealing with people
- Prioritisation
- Able to learn new systems quickly
- Computer literate with good excel knowledge
- Flexible and adaptable to work in a fast paced, changing environment
- Working with minimal direction
- Ability to Work collaboratively with colleagues to achieve goals
- Customer focused with great customer service skills
Skills
- Customer service
- Communication
- Interpersonal skills
- Organisational skills
- Excel
- Data management
- Campaign management
Location
- Office attendance of three days per week
Work Type
- Hybrid
About the Company
- At Global, we think big, work hard, and never stand still. We’re the proud home of the best media and entertainment, driven by our talented and passionate people. Our Mission? To make everyone’s day brighter – our Globallers, our audiences, our partners, and our communities. Whether we’re in the studio, building world-class technology, or securing record Outdoor advertising partnerships, we make sure we’re doing it as a team.