Head of Customer Excellence - Stoneleigh, United Kingdom - Oak Recruitment

Oak Recruitment
Oak Recruitment
Verified Company
Stoneleigh, United Kingdom

3 weeks ago

Tom O´Connor

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Tom O´Connor

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Description

£50,000 - £55,000

Head of Customer Excellence

Permanent, Full Time

Hybrid role - up to 3 days working from home each week

Due to the location of the office it is essential that you are a driver with access to a vehicle
We are recruiting on behalf of our client for a Head of Customer Excellence. This is a well-established client with lots of benefits for employees, one being their approach to hybrid working.


The main purpose of this role is to work with your team to increase customer loyalty by providing exceptional levels of service and generating high net promoter scores.


This is a brand new role so there is plenty of opportunity to influence and drive change within the department, you will be managing a team of 6.


Key responsibilities:


  • Design and Implement the Account Management strategy
  • Plan for sales and target new accounts
  • Analyse and interpret data, leading to sales initiatives
  • Oversee marketing collateral to promote the brand
  • Grow sales from all accounts
  • Continually increase NPS
  • Quarterly reporting on trends
  • Manage any complaints
  • Undertake root cause analysis to identify opportunities to learn
  • Track conversions and volume of sales
  • Set team KPI's during performance reviews

Knowledge/Skills required:


  • Clear understanding of customer metrics and how they drive performance
  • Strong sales and account management experience
  • Experience leading a team
  • Understanding of the requirements of ISO and GDPR
  • Experience managing a budget
  • Understanding of lean principles and quality assurance (desirable)
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