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Customer Success / Freelance Business Advisor at SaveTheHighStreet.org

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  • Remote
  • freelance
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  • CUSTOMER SUCCESS / FREELANCE BUSINESS ADVISOR

    In this role, you will be responsible for helping local businesses, startups and SMEs using the Jo Platform to achieve their potential on the high street. 

     

    ABOUT US

    Colex Connect Ltd trades as a portfolio of brands, all focused on reinventing and reviving the high street.

    SaveTheHighStreet.org is an industry movement that launched in August 2016 by outlining a new vision for the high street and how we achieve it together. 

    Jo (JoinJo.com) is the 1st AI assistant for local businesses; enabling personalised, ongoing and affordable support for cafes, boutiques, newsagents, restaurants, salons, and others across the high street. 

    We are engaging 1000s of high street businesses each week, building industry-wide partnerships across public and private sectors, leading research to understand what it takes to succeed in this market, mobilising networks of local community champions nationwide and nurturing a new generation of high street entrepreneurs in the U.K.

    We are a hard-working, entrepreneurial team who are passionate about achieving our mission. Our management structure is flat, our communication is open and we invest in everyone who joins the team. Our HQ is in Central London and we operate across the UK. Remote and office based options available.

     

    ABOUT THE ROLE

    A part time/ freelance role offering a flexible work schedule, with ongoing and ad hoc project specific work available. The role is remote with regular team meetings and socials in London.

    Manage a network of high street businesses using the Jo Platform.

    Guide businesses through a programme of support aimed at giving them the tools and resources to upskill and promote business growth through a series of calls, emails and online support.

    Educate users on the value of Jo and recommended ideas and help them to get maximum value from the platform.

    During these calls, discuss new ideas in Jo, ask questions and provide consultative feedback to business owners on their progress. Identify their challenges, goals, capabilities and resources.  

    Record details of conversations and maintain accurate records of business progress in our CRM (Hubspot). 

    Manage each business’ Trello board action plan that includes the ideas they have chosen to implement. 

    Track progress, promote regular engagement and drive the implementation of recommended Ideas throughout the user journey 

    Input into which ideas should be prioritised for each business through looking at current capabilities, type of business, goals, local challenges, potential impact, ease, timing and cost of implementation. 

    Identify and execute upsell/cross sell opportunities with the clients you manage

    Track customer referrals for partner services and update businesses on the progress of these.

    Help grow and develop a strong knowledge base of our industry standard Ideas across Jo’s themes such as: reducing costs, trading online, digital marketing, local marketing, access to funding, local collaborations, and more. 

    Career progression and growth opportunities are available with regular mentoring sessions to facilitate career development. 

     

    HOW WE WORK

    A small, tight knit team with regular in-person and remote events to foster connection.

    Hybrid-first approach; we optimise for in person and remote working to be valued equally, and to be equally valuable.

    Live anywhere in the UK: we meet together as a team several times a year, but you have the flexibility to live anywhere in the UK.

    Flexible working hours; you take ownership over how you get your work done

     

    ABOUT YOU

    A proactive and confident communicator who can quickly build rapport with small business owners. 

    You have Start-up/SaaS experience.

    Empathy and patience - you’re a great listener and you enjoy helping people.

    Ability to multi-task and work towards hourly targets and KPIs.

    Share relevant feedback and observation based on customer responses with other team members to support continuous improvement.

    Ensure all tasks are completed to a high standard with attention to detail.

    Tech savvy and adept at using various technical platforms

    Experience working with high street businesses or networks of small businesses. 

    Ability to discuss a varied subject matter related to running a small business. 

    Organised and able to manage multiple client relationships while consistently maintaining high customer service levels.  

    Some experience using a CRM system and project management tools.  

    Motivated to join a growing startup with a fast-paced working environment.

    Enthusiasm for the high street. 

     

    WHAT’S NEXT?

    Does this sound like a good fit with your skills, interests and ambitions?  

    Email your CV to careers@savethehighstreet.org 

    We’re looking forward to hearing from you! 

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