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Jul 12, 2017
Background The Certificate in Online Business is a leading global educational provider and certification authority, developing high-impacting training programs, designed to enable organisations to excel at digital business.   Further to the success of classroom delivery 2008 - 2015 of the COB Certified series of manager programs,  we are enabling organisations to deliver our programs in multiple languages, as well as English, and providing an Accredited COB Certified Trainer program.  We also publish e-learning and box set editions of our selected courses and further to their success, we also offer an e-learning only version.  The E-Learning department is a critical business unit which centres around providing customers with the optimum learning and service experience. Customer service is a critical element of customer success for not only e-learning, but also our Accredited Trainer Programs, exam administration, and partner programs. Head of E-Learning / Customer Service Job Description E-Learning Responsibilities Co-ordinate e-learning team, freelancers and suppliers Work with CIO to develop e-learning systems requirements and supplier selection / bespoke or off-shelf (reviewed with new business and technical opportunities) Manage E-Learning system configuration Project manage E-Learning module production Project E-Learning localisation projects Deliver innovative and creative ideas for e-learning experience Manage E-Learning admin / user support Manage E-Learning customer success / user experience Manage E-Learning presale call / email handling and customer service Support Regional VPs with reseller and corporate client fulfilment Issue voucher codes, monitor, log usage of usage and provide reporting per client Reporting E-Commerce sales Partner site sales reports Learner progress reports and trends Identify and implement other helpful analytics Keep on the pulse of e-learning solutions, platforms, development techniques, software and opportunities Manage e-learning operations budget reporting in to COO Webinars – For new e-learning + live training (e.g.COB Digital Mkg Mgr) Customer Service / Customer Success responsibilities Support ‘Chief Operations Officer’ with ‘Chat’ and call centre pre-sales service Develop, monitor and update FAQs and seek out opportunities for enhancement of delivery Select and configure customer service systems linking to overall CRM Ensure customer service / call handling is effective Collaborate with COO and Marketing / Sales for effective customer service and care in all areas of our business About You You will have experience in an e-learning department, for an e-learning learning platform provider or in overseeing e-learning production, and providing customer support to e-learning clients.  You will have excellent commercial awareness combined with delivering customer service.  This role would suit a Customer Success Manager for an e-learning provider.  You will have experience of project managing e-learning projects and ideally you will have some staff management experience.  Customer experience both online, as well as offline, will be at the heart of what you deliver. Location: London (may initially be Windsor) with travel to global offices (when essential) Benefits: Competitive salary, 30-days holiday and more
The Certificate in Online Business London, United Kingdom Full time