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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.
Key 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.
Data & Process Management
• Respond to all customer and commercial emails within 2 hours to ensure timely
communication.
• Aim to resolve customer and commercial requests within an average of 3.5 email exchanges
to improve efficiency.
• Expected to 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 to ensure reliable data
management.
• Ensure all bookings are correctly paired with purchase orders to facilitate accurate invoicing
and timely payments.
What You’ll Love About This Role
1. Think Big: There is a lot of variety in the role which means every day there is an opportunity to
learn something new
2. Own it: Seeing live campaigns provides a real sense of pride
3. Keep it Simple: Keep focussed on the end goal and get things done
4. Better Together: Collaborate with Commercial sales to drive commercial success
What Success Looks Like
In the first few months, you will have:
• Gained a comprehensive understanding of our campaign planning and booking systems.
• Developed a clear understanding of the campaign delivery cycle, from planning and booking through to campaign execution.
• Acquired in-depth knowledge of Global’s wide range of products and inventory.
• Demonstrated the ability to confidently manage calls and emails from both internal and external customers.
• Embraced and contributed to a culture of cohesion, collaboration, and continuous improvement, ensuring ongoing team success and development.
Global London, England Office
30 Leicester Square, London, United Kingdom, WC2H 7LA
