Customer Experience Manager - Lasswade, United Kingdom - Search Consultancy

Search Consultancy
Search Consultancy
Verified Company
Lasswade, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description
Are you customer obsessed?

I have a fantastic opportunity with my Midlothian based client for a driven, ambitious Customer Experience Manager to join their team.

A household name within the retail industry you will be familiar with their products and have no doubt visited one of theirstores during this festive period.

They pride themselves on excellent customer service and have a real flair for making their visitors feel right at home on every visit.

As a Customer Experience Manger you will be tasked with ensuring these standards never slip and investigate any negative feedback through their customer forum pages.

This is a Monday - Friday office based role with flexible working options, paying a generous salary of up to £40K (DOE).


Duties:

  • Lead and deliver customer care process to customer champions across retail stores and Head Office.
  • Develop a strong understanding of the customer experience and use these findings to adjust the customer journey.
  • Review customer process, set and agree standards, expectations and targets.
  • Work closely with other departments across the business do deliver insight on the customer process.
  • In line with business needs deliver multiple inhour research campaigns and present findings back to the business.
  • Develop and run existing projects within the business.
  • Determine the route cause of issues through data collection, provide insight into their journey and champion the customers voice across the business.
  • ADHOC experience campaigns.
  • Visiting stores across the UK to lead and deliver presentations on the customer journey to ensure the standards are set company wide.

Person:

  • Experienced in customer feedback platforms (preferred).
  • Strategic thinker with an analytic head.
  • Experience of designing and analysing customer surveys
  • Evidence of leading and developing people to deliver great service
  • Outstanding interpersonal skills with the ability to build strong relationships across the business and with external agencies.
  • Proven success in facilitating and developing people to deliver an outstanding service.
  • Out of the box thinker with an understanding of research and insight with the ability to use multiple methods.
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