Customer Experience Manager - Edinburgh, United Kingdom - Search Consultancy

Search Consultancy
Search Consultancy
Verified Company
Edinburgh, United Kingdom

2 weeks 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 dissatisfied feedback through their customer forum pages.

This is a Monday - Friday office based role with flexible working options, offering a salary between £35,000 - £40,000.


Duties:

  • Lead and deliver customer care process to customer champions across the retail stores and Head Office.
  • Develop a strong understanding of the customer experience and use these findings to adjust the customer journey.
  • Review the 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 inhouse 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 customer experience campaigns.
  • Visiting stores to lead and deliver presentations on the customer journey to ensure the standards are set company wide.
As well as the ability to showcase your experience in these areas we are looking for a strong team fit, the type of characteristics they are looking for are:

  • Experienced in customer feedback platforms (preferred).
  • Strategic thinker with an analytic head.
  • 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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