At O'Brien®, we put our customer at the heart of everything that we do, serving more than 300,000 Customers each year, 24 hours a day, 7 days a week, 365 days a year. O'Brien is also part ofBelron®, worldwide leader in vehicle glass repair, replacement and recalibration services, operating in 40 countries across 6 continents.

Qualifications

Essential

Qualifications in Digital Marketing or related discipline
3-5 years’ experience in digital analysis and optimisation
Experience in web analytics and strong reporting skills
Technical knowledge of tag management and data collection
Experience with user journey mapping
Experience implementing digital optimisations and A/B tests
Experience in SEO strategy and best practices
Experience analysing performance in SEM, Display, EDM, Paid Social, and SEO channels
Results-driven with a strong analytical mindset

Desirable

Knowledge of B2B and B2C environments

Experience and Attributes

Essential

3+ years of UX/UI experience
Experience with Digital tools – GA (GA4 desirable), SEM Rush, UX heatmapping (eg MS Clarity or similar), A/B Testing (Optimizely or similar)
Customer Journey Mapping tools (Miro or similar)
Experience using WordPress
Experience using SalesForce MC and/or Marketo

Desirable

Heuristic reviews experience
Customer Service skills
UI Design/keen eye for UI

Key Result Areas

Key Result Area

Definition/Context

Customer Delight

To provide a superior level of customer service through:

The delivery of prompt and timely service
The delivery of service with a professional, caring and friendly attitude.
Consistent appropriate & high standards of communication keeping the customer informed.
Prompt & effective resolution of customer complaints and rectifications
Meets & exceeds customer expectations.

Financial Management and Administration

Maximise the profitability of the business unit by managing the following in accordance with Company policies and procedures:

Occupational Health and Safety

Individual employees must comply with requirements of the occupational health and safety (OH&S) legislation for their region and related OH&S procedures developed by O'Brien.

Performance criteria:

Follow safe work procedures established by O’Brien.
Follow the OH&S directions of your direct supervisor and O’Brien Management.
Where personal protective equipment is required to control exposure to hazards in the workplace, wear and maintain the equipment as directed by your supervisor or as described in O'Brien OH&S procedures.
Use other safety and emergency equipment provided in the
Workplace as directed or as required in the O’Brien OH&S procedures.
When required, assist your supervisor and other workers in the risk assessment of workplace hazards.
Report injury or illness from workplace activities

Competencies and Attributes

Competency

Description

Delighting the Customer

This behaviour is about the ability to put the customer first (external/ internal), ensure quality standards and identify ways to exceed the customer expectations.

Understands the customers situation, gives a quality service and provides clarification for others over difficult customer issues.

Views everyone as a customer
Puts self in the customer’s shoes
Gives reassurance, e.g. “you have come to the right place, we will sort it out for you”
Clarifies complex customer situations
Takes pleasure in each customer being satisfied
Takes personal responsibility for resolving customer problems and complaints
Handles difficult customer issues by remaining calm, polite and suggesting possible solutions
Maintain, monitors and assess the provision of services of standards
Challenge poor service standards

Passionate and Resolute

This behaviour is about working with a sense of total dedication, energy and enthusiasm, being firm and showing resilience in the face of pressures and problems

Demonstrates a commitment to achieve results and is positive in times of pressure.

Takes full ownership of issues, e.g. says “I am owning this”
Is driven by targets and wants to be successful
Works harder/ redoubles effort to ensure delivery at times of pressure
Helps others to understand the need for change
Sells change positively, e.g. a change in hours
Does not panic and Stays calm and re-prioritises under pressure
Challenges any bad practices/s
Persists in the face of problems
Demonstrates an desire to exploit sales opportunities

Leading And Engaging

This Behaviour is about the ability to get the best from others by providing direction, motivation and support and creating commitment to a joint way forward.

Supports business unit priorities/ standards and supports team members at every opportunity.

Makes key business priorities clear to other team members
Trusts and give others confidence to achieve
Makes people feel valued and important
Praises other effective contributions
Deals with personal issues sensitively and confidently

Great Communication

This Behaviour is about the ability to create openness and trust by sharing information, listening and building effective relationships.

Communicates and seeks feedback to create two way dialogue and participation

Is available and approachable
Passes on information using appropriate method of communication
Keeps communication short/ direct
States own case and opens up a dialogue
Listens attentively to other and their opinions
Encourage others participation in meetings
Initiates two way discussion e.g. asks open questions, listens and encourages others
Presents an argument positively and responds constructively to questioning

Developing Self And Team

This Behaviour is about the ability to develop own and others’ performance to enhance individual contribution and fulfill overall potential.

Is willing to learn and share own knowledge and experience openly with team members to ensure competence.

Is open to new learning
Is not afraid to ask for help/ advice
Is self-critical and thinks how could I have done that better
Participates in training with a positive attitude and applies new learning in the business unit
Acts on feedback
Gives tips/ advice to team members to help effective performance

Speed, Decision, Action

This Behaviour is about the ability to be highly responsive with a bias for action, to view issues objectively and make quick/sound decisions in a fast-moving environment.

Reviews situations quickly to identify workable solutions and make clear and prompt decisions.

Knows and checks the relevant business data
Takes control, looks at all jobs/ resources to gain a business unit overview
Knows the full picture, e.g. story behind every job in the planner
Makes quick decisions, e.g. brings forward jobs scheduled for other days to fill gaps
Looks at other options, e.g. juggles jobs/ resources to squeeze in extra jobs
Makes decision consistent with the facts/ logic
Makes workable decisions in a timely way
Takes a “Do it, Do it Now” approach
Takes on and accommodates many extra jobs to boost sales
Seeks other views when unsure
Makes an objective assessment of others’ strengths and areas for development
Uses evidence of others’ past performance or other measures to justify assessment

Driving Improvement

This Behaviour is about the ability to generate new ideas, proposals and opportunities to improve performance and add value in the business.

Reviews key business performance measure and uses new ideas to enhance the day to day operation.

Has a real enthusiasm for improvement e.g. sales
Wants to improve the business unit size/ performance
Encourages ideas among the team e.g. brainstorm sessions
Analyses relationship between income and cost to identify areas to target
Suggests new ideas to business customers

Planning And Efficiency

This Behaviour is about the ability to plan and organise the work resources/activity and review progress to maximise efficiency for results.

Plans, organises and reviews the delivery of estimating activity in a structured manner to ensure efficiency.

Puts extensive time into pre-planning and organises work to see that tasks/ activities run smoothly
Develops clear plans for daily/ weekly activities
Plans activity systematically, communicates regular updates to all team members
Checks out specifics with customers in advance of appointments

If you meet the above criteria and you’re seeking a rewarding career with a nationally recognised household brand, then we would love to hear from you. Apply Now!

Privacy: To review and consider your application, O'Brien® collects personal information. To understand what is collected and why, carefully review the Applicant Privacy Notice presented during your online application and/or review our and Terms of Use.

Agencies: O'Brien® does not accept unsolicited resumes or outreach from recruiting agencies. Absent a signed agreement and approval from O'Brien® to submit candidates to a specific requisition, we will not approve payment to any third party.

O'Brien Glass Industries Limited

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