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Job Description - Customer Service Coordinator - Global Print Migration
Department: Customer Service
Location: London & NY (DAA)
Responsible To: Head of CS, UK & CEMEA (Fixed term, 12 months)
Brief summary of role:
The Financial Times is a leading publisher read by 2 million people every day. The FT prides itself on delivering outstanding, proactive and engaging customer service to its readers.
We have an exciting opportunity in customer services to support the global FT print migration project. Based in London, you will act as the local customer service project coordinator for the CEMEA, US and Asia print migrations, ensuring regional customer needs are understood and accommodated within the scope of the project whilst representing and progressing initiatives on behalf of the Regional Heads of CS.
You will gain exposure working as part of a global media brand in a growing digital age striving to continuously enhance the FT customer experience.
In this role you will
Support the migration of all global print and bundle subscriber data:
Create and maintain project plan for all CS related tasks, ensuring global visibility and comprehension
Represent CS in all project and technical discussions to act as a conduit to fully understand and communicate customer impacts and outcomes with wider CS team and Regional Heads
Ensure Regional Heads’ requirements are accurately represented centrally in London and London-based project conversations are relayed accurately to the Regional Heads
Collaborate with regional CS Heads and CS Training & Quality to map out current processes in order to review how these will be improved or impacted by the project
Progress appropriate CS related actions, define requirements and oversee customer communications
Represent the customer experience in all project and stakeholder conversations, specifically raising concerns/risks that would impact the customer experience and be prepared to find solutions
Passionate about customer service
Organised and able to prioritise
Attention to detail
Enjoys creating simplicity from complexity
Flexible and comfortable with change
A background in print and/or digital media products
The Financial Times is one of the world’s leading business news organisations, recognised internationally for its authority, integrity and accuracy. Providing essential news, comment, data and analysis for the global business community, we have 2,200 employees spread over 4 main offices and 35 [...]