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Client Feedback Marketing Adviser
Job ID #: 6638 Location: London
Business area: Marketing Job category: Marketing
Employment type: Full-Time - Fixed Term Contract Qualification level: Not Specified
Duration of contract: 6 months

BDO. Because relationships matter.

BDO LLP is one of the UK’s largest accountancy and business advisory firms providing services to ambitious businesses within the UK and worldwide. With more than 3,500 talented people, generating close to £400m in UK revenues, we bring real leadership across the mid-market. We are a member of BDO International, which has more than 1,260 offices worldwide, spread across 147 countries. We are a profitable, dynamic and forward-looking firm with a reputation for quality. Our ambition is to be the leader for exceptional client service.

At BDO you can be yourself - we value you as an individual and want you to realize your aspirations. You have a voice and your opinion counts. We give you the challenge and support you need and you are able to shape your own career according to your strengths, skills and personality. Working at BDO enhances your professional development at all stages of your career. Few firms offer the same breadth and quality of work, responsibility and experience. We recognize and reward your high performance and you have the opportunity to excel, progress and share in our success. We are clear on what we expect from you and what you can expect in return.

Being at BDO is personally as well as professionally fulfilling. Relationships matter, and we have a friendly and inclusive culture built around our core values of honesty and integrity; empowerment and personal responsibility; mutual support and respect; and professional and personal client relationships.

We have an opportunity for a Marketing Adviser within MSC, supporting our client feedback programmes to join our London team, reporting into the head of MSC. This is a maternity cover fixed contract role for an initial period of six months.

The purpose of Marketing, Sales and Clients (MSC) is to raise awareness and understanding among target audiences, build profile, relationships and set successful strategic marketing and sales direction. On a day-to-day basis you’ll be helping our business leaders’ succeed in making BDO stand out from the crowd. To do that, you will need to be intellectually curious, happy to listen, work as part of a team and happy to stand up for what you believe in and muck in to get things done.

In return, we’ll offer you a place where you will feel comfortable from day one but expect to be challenged. You’ll work with all levels of the business, with colleagues who want you to focus on the outcome and be confident to speak up. We want to you feel you made the right choice.



Key responsibilities of the feedback adviser role

  • Submissions and feedback completion
  • Managing any CLP database related queries
  • Reporting any Radar portal issues to Meridian West (third party supplier)
  • Liaising with Meridian West regarding pipeline and status of clients that have been submitted through the programme
  • Communicate reminders and updates to the BDM’s and administrators around submission time each quarter
  • Running the report from RMS of submitted clients each month
  • Facilitate the review of submissions, cleanse data and send to Meridian West
  • Ensuring in-house interviews are noted on the sample
  • Briefing in-house interviewers for internal interviews
  • Sending warm up emails to clients via Pure 360
  • Ensuring the master key client list is up to date
  • Emailing survey feedback to relevant Relationship Partners and client teams (this may be automated in some instances)
  • Recording any key client removals from the programme to ensure that the mandatory inclusion is being adhered to
  • Encourage participation in the programme – liaising with partners, business development managers and CLP administrators
  • Reporting, publications and coms
  • Reporting to the LT and sales board on a quarterly basis on both CLP and NPS scores/trends/submissions and financial analysis
  • Publish good news client feedback stories quarterly – liaising with BDM’s and partners for content.
  • Preparing report for insite on a quarterly basis (CLP&NPS) and liaising with the coms team to ensure dates are adhered to
  • Post new advocacy quotes to client feedback pages on Yammer
  • Liaise with steering group on a quarterly basis to note any concerns/suggestions from around the business and discuss with head of MSC
  • Design and publish external and internal Client Talk publication of CLP and MMM results at the end of the financial year (ND likely to be back for this)
  • Advocacy Programme
  • Approve submitted advocacy after receiving approved legal wording and quote
  • Managing the expired entries and ensuring the BD managers review them
  • Keep tabs on internal advocacy on the back of the CLP programme
  • Updating any new Partners/streams/Sectors as appropriate
  • NPS (Net Promoter Score)
  • Managing the submission process
  • Communicate reminders and updates to the BDM’s and administrators around submission time each quarter
  • Pulling the client submission reports from RMS, cleanse and prepare list and sending to Growth Partnership for upload
  • Liaise with Growth Partnership regarding database issues or partner additions
  • Handling any queries from the business

Technical knowledge & professional qualities:

  • Experience of dealing with customer relationship management systems
  • Good knowledge of excel and spreadsheet manipulation and database programmes such as access
  • Excellent communications and relationship management skills
  • Strong project management skills and the ability to manage a number of concurrent projects
  • Analytical skills and keen attention to detail
  • Proactive, organised, and delivery-focussed
  • Confident at dealing with senior stakeholders
  • Strong attention to detail
  • Energetic and enthusiastic
  • Strong willingness to learn

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