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Are you a dynamic Customer Experience Manager looking for a fabulous new opportunity with a global company?
Are you someone who is always looking for ways to improve? Do you have a growth mindset that empowers you to reach new heights? If so, we want you to be an integral part of the team!
Hybrid working with flexi-time - lunchtime finish on Fridays!
The Head of Customer Experience is responsible for elevating and maintaining an exceptional customer experience across all touchpoints in the organisation. This role involves a strategic oversight of the customer service team, a relentless focus on improving internal processes to enhance customer satisfaction and acting as a staunch advocate for customer needs within the company. The goal is to develop a customer-centric culture that drives business growth through exceptional service and fosters long-term loyalty.
Your main accountabilities will be:
- Set targets and plans aligned with company goals, ensuring staff have the necessary tools and development to achieve high performance.
- Assist with order prioritisation and customer service actions to optimise order execution.
- Develop strategies to improve customer satisfaction and loyalty, analysing customer feedback and market trends.
- Lead the transformation of customer touchpoints and champion the voice of the customer within the organisation.
What you will need to succeed:
- Ability to inspire and motivate teams, with a strong orientation towards customer service.
- Track record of enhancing customer service processes using process improvement methodologies.
- Capable of analysing data to understand trends and make data-driven decisions.
- Minimum of a Bachelor’s degree in Business Administration, Marketing, or a related field with significant experience in customer service or customer experience roles.
