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Head of Customer Experience

Page Personnel Secretarial & Business Support
Job LocationManchester
EducationNot Mentioned
Salary60,000 - 70,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent , full-time

Job Description

An opportunity has arisen for a Head of Customer Experience to join a consumer goods business based in Manchester. The Head of Customer Experience will design and implement the Customer strategy for customersClient DetailsOur client, based in Manchester, is a market leading consumer goods business. With a wide range of customers globally, they are looking for a Head of Customer Experience to join their team, process mapping and streamlining the customer experience to ensureservice delivery.DescriptionDuties of the Head of Customer Experience:

  • Lead a team of customer care agents in multiple locations and set personal and team KPIs and support recruitment, training and development of the team.
  • Build relationships within the business and be the voice of the customer internally and ensure excellent customer journeys with increased retention and recommendation
  • Mentor and motivate the teams to drive personal and business success in a positive, creative and collaborative environment
  • Provide best in class service to our customers and maintain the 5* Trust Pilot score
  • Measure and report back to the business on CS team performance and customer satisfaction analysis as well as ongoing issues
  • Proactively optimise and automate CS processes to continually improve efficiency and effectiveness of the team and systems
  • Proactively communicate with customers when required to set expectations
  • Set the longer-term growth plans for the team to ensure the business can grow as planned whilst maintaining and improving customer experience; improving systems, automating customer responses, etc
  • Plan the team effectively to ensure staffing matches incoming ticket volumes
  • Manage budget to ensure spend remains within plan whilst ensuring service to customers does not falter.
ProfileThe successful candidate will be/have:
  • Expert knowledge of best in class customer service, process and continuous improvement
  • Expert knowledge of process excellence
  • Excellent team management, motivation and communication skills
  • Extensive experience in continuous improvement and process redesign activity
  • Expert ability to translate complex and multiple data sources into impactful and impressive conclusions and communicate these effectively. Ability to decipher the bigger picture and disseminating that into tangible outcomes
  • 5+ years experience implementing and managing CRM products (inc Zendesk)
  • Advanced Microsoft Office skills, such as Excel and Power BI
  • Experience compiling data and producing management information reports
  • Knowledge in general IT / computer troubleshooting and problem-solving procedures
  • Active listener, clear communicator, problem-solver, and flexible
  • Proficiency with other marketing and sales platforms and tools.
Job OfferThe salary on offer is £60k - £70kOffice based role - great offices

Keyskills :
"customer experience" "cx" "customer service manager"

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