The Commercial Outdoor Operations team is at the heart of the business and our priority is to drive improvements, so we deliver excellent standards of customer service that exceed our customer’s expectations. Our aim is to ensure the customer experience is at the forefront of everyone’s mind and we always strive to give our customers the best service possible. You’ll be working in a fast-paced team, focused on working with sales and delivery operations to successfully book and deliver customers’ campaigns.
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
Collaboration
- 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.
Customer Support & Relationship Management
- 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
- Think Big: There is a lot of variety in the role which means every day there is an opportunity to learn something new
- Own it: Seeing live campaigns provides a real sense of pride
- Keep it Simple: Keep focussed on the end goal and get things done
- 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.
Creating a place we all belong at Global
Just like our media and entertainment platforms are for everyone, so are our workplaces. We know that we can’t possibly serve our diverse audiences without first nurturing and celebrating it in our people and that’s why we work hard to create an inclusive culture for everyone. We believe that diversity will set us apart, so no matter what you look like, where you come from or what your favourite radio station is, we want to hear from you. We will always seek to make appropriate adjustments to the recruitment process and workplace to be fully inclusive to people with different needs and working styles.
We are Global
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—whether it’s our Globallers, our audiences, our partners, or the communities we touch. From creating shows to making headlines, brightening everyone’s day is at the heart of everything we do.
Perks rewards
We offer inclusive perks and rewards, so you can get the best out of Global.
Lifestyle
A little extra, for the moments that matter. 25 days holiday with an extra day off to celebrate your Global anniversary, free mortgage advice, purchase up to 5 days additional holiday, enhanced family leave, accessibility leave, and much more.
Health
Put your health first with free Headspace membership for you and a loved one, access to a 24/7 virtual GP, nutrition coach, healthcare, and dental discounts.
Financial
Protection in the important moments. Long sickness insurance, 4x salary protection, cashback benefits, discounted gym memberships,pension, discounted travel insurance, and much more.
