Customer Experience Specialist - London, United Kingdom - MSL Global

MSL Global

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

About us:

MSL Global is a dynamic and growing experiential events agency committed to delivering unparalleled live events to global brands. We believe in creating memorable and positive experiences that drive engagement and elevate our clients' brands at these events. We are seeking a passionate and results-driven individual to join our team as a Customer Experience Manager.

About the role:

As the Customer Service Manager, you will lead and motivate the Brand Ambassador team to consistently deliver exceptional customer service at every interaction.

This role is pivotal in driving engagement and generating leads to meet client and brand objectives, it combines strategic thinking, creativity and hands-on team leadership.

If you are a dynamic and analytical individual with a passion for customer-service, we want you to be a part of our team.

Key Responsibilities:

Team Leadership:

Train, lead and motivate a top performing Brand Ambassador team to consistently deliver.
Provide guidance, support, and mentorship to ensure the Brand Ambassadors are aligned to client brand and targets.
Attend events, trade shows, and other promotional activities to set the standard and ensure that every Brand Ambassadors embodies the brand's values and messaging.

Continuous Improvement:

Establish and monitor key performance indicators (KPIs) to measure the success of customer experience, engagement and lead generation.
Provide regular feedback and performance evaluations to the team to drive continuous improvement.

Stakeholder Management:

Provide regular reports to clients on the performance of brand ambassadors, highlighting key metrics and achievements.
Build strong and positive relationships with the client to foster trust and longterm partnerships to elevate the Brand Ambassador team in line brand objectives.

Qualifications:

Proven experience in a customerservice focused role, preferably in a managerial capacity.
Excellent communication and interpersonal skills.
Creative mindset with a passion for delivering outstanding customer experiences.
Ability to analyse data and derive actionable insights.
Flexibility to travel and attend live events, located mainly in the South East and Midlands region.
Ability to work weekends, evenings or weekdays as required by the event schedule.