Audience Feedback Manager Job Description

The Audience Feedback Manager is responsible for a team of 2. The team is responsible for delivering regular audience feedback given spontaneously by the audience in easy to understand and actionable reports, e-mails, website information. The manager will work with the management team on staff issues, big projects, our websites look, feel and content. They will be expected to innovate regularly.
development.

1. Ensure the proper analysis of audience data across Audience Services including visitors’ and other direct feedback, and use editorial and operational context to provide meaningful and accurate interpretation.

2. Raise the profile and impact of audience data within the company by pro-active presentations, meetings and open sessions.

3. Oversee and develop a regular portfolio of reports to key audiences. This will be informed by an excellent understanding of complaints policy and processes.

4. Provide strategic and creative direction for developing the impact of audience feedback and other data by identifying and implementing different ways in which it can be communicated and used within the company. Lead and contribute to projects with other areas (eg quality assurance work) to further these aims.

5. Work with the rest of the senior team on the external website and our internal portals, including working with others in the Audiences team to integrate our web presence.

6. Aim to properly represent the audiences view by working with the Technical Integration team on the appropriate online tools.

7. Lead and develop the team, gaining extra skills and help plan their future careers

8. Work with the Technical Integration team on identifying future potential spikes in demand, and ways to combat them in advance (automation, FAQs, VTT, IVR, etc)

Skills and Experience

1. Experience of analysing qualitative and quantitative data and adding value through interpretation. Experience of, or ability to demonstrate aptitude for, using data mining tools and databases (eg Cognos).

2. High level of editorial awareness and understanding, especially with regard to issues likely to prompt complaints

3. Experience of writing to a high standard and presenting statistical and qualitative information to different types of audiences, including senior staff;

4. A proven record of communicating complex ideas and issues effectively to different audiences; and communicating insights in relevant and engaging ways

5. A strong, demonstrable record of flexibility and pro-activity

6. Experience of leading a team, ideally through times of change.

7. Experience of using audience data, and familiarity with audience research techniques