• Support the use of reporting tools and technologies to develop analytical outputs which support service improvement activities across all SLS teams.• Ensure the management information team deliver service data and information around channels and services delivered through our service capabilities.• Supports the OSM in setting clear service KPIs which are aligned with strategic and operational goals.• Working with the programme teams, IT and the Data team to ensure the management information capabilities for SLS have access to information at the right level and the right time to system and service data during service development programmes. • Develop the relationship with the corporate data and insight team and facilitate access to data and information from key contact centre systems.• Works with the Operation and System manager and Head of Operations to support, challenge and guide operational managers to improve performance, quality and impact.• Lead on providing a suite of information and reports on customer and service information to provide insight into service performance, issues, risks and opportunities.• Work with your team to combine multiple sources of data (including service quality, service performance, customer demographics, customer experience, customer reach and workforce) to provide a clear narrative on the performance, quality and impact that our direct services have for people affected by and living with cancer.• Working collaboratively with the data and insight team design a decision matrix of reporting and information requirements which supports when the information need is created “in-house” or directly via the data team.• Working collaboratively with the data and insight team, to help develop and monitor a range of advanced system reports providing daily, weekly, monthly and annual information about performance against targets.

• Increase digital penetration to agreed digital sales target levels• Manage implementations to time and according to customer requirements• Introduce new functionality on the platforms to improve customer experience• Speedily resolve customer issues to maximise customer adoption of the platforms• Champion the implementation of EDI with customers and suppliers• Work with the Key Account teams to identify a pipeline of prospects, convert them to live projects, and drive them through to full implementation in conjunction with IT• Work with the Key Account teams to ensure customers adopt and gain the full advantage of EDI integration• Take responsibility for driving the adoption of PDF reader technologies• Work with the regional organisations to identify target customers, and co-ordinate the pipeline of candidates through the available IT resource to ensure speedy implementation• Identify data issues preventing automation and involve cross-functional teams to resolve• Collect customer feedback and report on new evolutions and innovative tools required for future development

• Setting up and delivering selected eCommerce service and solution requests for Key and Regional Accounts by working closely with the customers, Key Account Managers, Regional Account Managers, IT, and solution providers.• Identify, deliver, and report Cost Savings related to the deployment of eCommerce services and solutions.• Supporting the Key Account Managers in RFIs and customer/prospect visits to demonstrate eCommerce capabilities, project approach, and success stories. • Provide analysis of the suitability of eCommerce solutions for existing or potential Key Account and Regional customers.• Working with Data and Integration Services teams to exchange requirements and participate in the design and continuous improvement of the services and solutions offered.

• Managing a team of 6 admin and warehouse staff when the team leader was absent in my role as Deputy Team Leader• Working with technical teams within the company to provide bespoke quotes to customers• Possess a good working knowledge of all team responsibilities in case of absence• Completing export license applications• Completing Intrastats and EC Sales List customs reports for HMRC• Processing purchase orders• Invoicing customers• Liaising between customers and the warehouse team to ensure customer satisfaction

• Creation and maintenance of campaign schedule supporting local, regional, and national marketing• Building and delivering new email campaigns and analysis of associated data reports• Working with agencies to develop creative for new campaigns and templates• Working with the Head of Direct Marketing, wider Marketing team, and category management teams to deliver multi-channel campaigns• Maintain and optimise lifecycle email campaigns• Increase the intelligent use of dynamic content within campaigns• Writing and broadcasting social media posts• Responding to comments and enquiries• Ensuring campaign quality through render testing and proofing across various systems• Working with the Marketing Analyst to report on campaign performance• Maintaining a bank of imagery for use in email and social media campaigns

• Social media management including Twitter and Facebook• Maintenance and development of the company website and attached online resources• Statistical analysis and presentation of progress reports to chief officer• Graphic design for online and print publications• Training groups in the use of social media• Keeping up to date with current trends and developments in the sector so as to keep our member groups and followers well informed• Events management and promotion

• Colleague Voice representative (reporting the views of staff to upper management).• Trained first aider.