Customer Services Relationship Manager
Customer Services Relationship Manager
London 40K+ (+BONUS)
A leading international media group in innovation and entrepreneurship has a unique position available for a Customer Services professional, directly reporting to the Head of Customer Services. Our client is a FTE 100 organisation with an operating profit in excess of £250m.
In an ever increasingly digital world, my client is starting to engage more directly with consumers. It is essential our customers receive a consistent, efficient and positive customer service experience to ensure continued brand loyalty and retention. This will allow my client to increase market share with current and future products and services.
As the Customer Services Relationship Manager, you will part of a new unique team implementing set strategies to enrich the customers overall experience. You will be responsible for managing and maintaining expectations with key stakeholders and all 3rd party contact centres, supporting the development with SLA’s, making sure the customer satisfaction and revenue/cost target commitments are met. You will be expected to be the customer and continuous improvements champion able to educate my client in customer service industry trends and innovations.
The Ideal person will be at the leading forefront of their sector, with at least 3-5 years experience in implementing and developing strategies within a contact centre environment. Having an in-depth understanding and proven track record, supporting/developing an outsourced contact centres is essential. You will also have experience working with a MI Analytics team with the ability to understand and manipulate data for the improvement of our client’s customer journey. You will be a strong leader with an entrepreneurial flare capable of motivating, managing and developing your direct reports.
Please contact Steven McKerrow on 0116 261 5041 for more information
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