Digital Client Support Executive

LONDON

We are currently seeking a Digital Client Support Executive to join our Client Support Team in London.

Our digital expertise comprises in-house web design, strategic thinking, development, project management and crucially, client support as we believe the real work begins once a website has gone live. Our teams handle a wide range of digital initiatives from corporate websites to online Annual Reports.

Our clients span the breadth of UK plc and beyond, from constituents of the FTSE 100 to AIM listed companies.  

The role of a Digital Content Manager comprises:-

  • Being the first point of contact for client requests and facilitating the end to end management of them in a timely and professional manner.
  • Taking the strain and working proactively with clients to ensure that their website remains the definitive source of online information on them at all times, complaint with regulatory requirements and aligned to industry best practice.

KEY RESPONSIBILITIES

Manage incoming requests and queries 
- Deliver exceptional customer service in response to incoming email and telephone communications
- Prioritise requests and meet response times in line with our Service Level Agreements 
- Troubleshoot technical/CMS issues and coordinate with our development team to resolve

Ensure websites are kept up to date
- Monitor clients’ news flow and proactively make recommendations accordingly for website content and structure enhancements
- Conduct regular website hygiene checks

Management of key financial reporting events
- Clearly define/agree client procedure and expectations in advance of key reporting dates 
- Brief desk colleagues as necessary
- Action required regulatory website updates in a timely and accurate manner 

New business opportunities 
- Maintain a constant vigil for new business opportunities for other areas within our business resulting from clients news announcements

SKILLS AND KNOWLEDGE

  • Embodies and demonstrates Emperor’s Values – Aim High, Creativity Everywhere, Infectious Enthusiasm, Always Learning and Razor Sharp

  • Ability to work calmly and proficiently under pressure

  • Deliver an exceptional client experience 

  • Ability to be sensitive to/ recognise pressure clients may be under and to take the strain ie. adopt  a ‘can do' mentality at all times

  • Meticulous, organised and be able to multi-task with ease

  • Business and commercial awareness 

  • Flexible, adaptable style and approach

  • Keen eye for detail

  • Confident and friendly with excellent inter-personal skills

  • Ability to communicate effectively at all levels of an organisation.

  • Prior experience managing websites and other digital communications tools

  • Knowledge of Content Management Systems (in particular Umbraco)

  • Understanding of the financial markets and investor relations

  • Knowledge of SEO/Google Analytics/Google Webmaster Tools

  • Basic HTML 

To apply, please email your cv, with job title as the subject to [email protected]

As an employer, we are committed to ensuring the representation of people from all backgrounds regardless of their gender identity or expression, sexual orientation, race, religion, ethnicity, age, neurodiversity, disability status, or any other aspect which makes them unique. We welcome applicants from all backgrounds to apply and would encourage you to let us know if there are steps we can take to ensure that your recruitment process enables you to present yourself in a way that makes you comfortable.