Customer Experience Manager
Customer Experience Manager
£35,000 - £40,000 + Car Allowance Benefits
Richmond
My global client based in Richmond are seeking a highly experienced and focused Customer Experience Manager to join their organisation based in Richmond.
The Customer Experience Manager (CEM) will use experience, data and customer feedback to both monitor and improve the customer experience. Initially heading up the Customer Services Team the CEM, over time will also share responsibility for other aspects of the Customer Experience. The CEM will ensure that the customers’ viewpoint is taken into account when they interact with the organisation during their participation in the company events and will champion a ‘customer centric’ culture within the organisation.
Key responsibilities:
Management and development of Customer Services Team including:
Management of workload, processes and resources
Defining best practice and identifying potential inefficiencies or points of frustration
Measuring effectiveness of service
Removing barriers to ensure customer issues can be resolved first time
Ensuring the correct processes are in place to address customer complaints
Customer Journey
Mapping the customer journey and interactions with organisation
Identifying and removing ‘pain points’ for customers
Finding ways to improve our customers’ experience and our relationship with customers
Help identify products and services that have value for our customers
Recommending and driving new channels to assist customers post purchase
On site Experience
Extending the points above to the experience at the event
Continual Improvement
Defining and implementing a system of sustainable and continual improvement across the areas above.
Ensuring customer feedback is used to improve the customer experience.
Ideal candidate profile:
• Knowledge to shape a customer centric strategy.
• Ability to see both the big picture and the smallest detail will be vital.
• Involvement in driving strategy in terms of attracting, recruiting, managing and retaining the right customer service people.
• Effective influencer, being able to clearly articulate and translate customer feedback into business actions.
• Inspirational, effective and approachable
• Determined, confidence
The position requires a well-motivated and confident professional who is:
Intellectually curious, highly analytical, detail-oriented, clear communicator, autonomous, and proactive.
Passionate about understanding and improving the customer experience.
Strong and confident in your ability to influence and gain buy in at all levels.
Proven ability to articulate customer feedback into business actions
Strong driver of change and innovation in people, process and technology
Excellent at building relationships and listening to others
Willing to travel locally and internationally to events
• The candidate will be a self-motivated team player with a determined and mature approach.
Should you match the above criteria please apply for this with an updated CV. Only candidates with a minimum of 5 years Customer Service Management experience within a varied role will be considered.
Leave a Reply
You must be logged in to post a comment.