Customer Experience & Insight Review

My daily tasks within the CRM team included reporting on customer engagement, qualitative & quantitative research, drafting surveys and making edits on the brand websites that colleagues requested. Interactions with third parties was an enjoyable aspect as I was able to see the company and how it's run from another angle. No two days are the same and new projects came around frequently, which meant trying new things and widening my skillset.

I was given responsibility from the start by being the main contact for editing our brand websites. The level of responsibility dramatically increased the further I got in to the placement. By the end, I was managing the relationship with the suppliers who run our customer panels. I also had a large amount of responsibility in building our customer journey in Smaply which was a project run by our HQ.

I learnt to use industry specific applications such as Salesforce Marketing for customer emails, and Smaply for journey mapping which I had no previous exposure to. With weekly and monthly reporting, my skillset on Excel massively improved. My soft skills are where I've seen the most improvement, especially time management and my ability to prioritise my workload. These are two skills which will benefit me hugely back at University and in my future career.

There was never a point where I felt I couldn't ask for help. My line manager and wider team always offered support on the tasks that they set me. However, if I didn't need the guidance, they were more than happy to leave me to it giving me autonomy. Supporting employees is an aspect that runs throughout the company - everyone was really approachable no matter their level.

The culture and atmosphere was positive and fun. Despite working through a period of covid, the company worked hard to put on events and activities such as quizzes and company days either online or in the office. They tried to reward employees as much as possible especially through difficult times. In a period of home-working during winter, all employees received a wellness box through the post - A nice touch to make everyone feel valued.

The placement has been a great experience and start to my career. I was never made to feel out of my depth and support was constant from my line manager and team. They gave me exposure to a variety of tasks which met my expectations. The culture was very open and if you ever had an issue, it was never frowned upon to voice it. I would definitely look at going back after University.

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