Customer Experience Manager

1 month ago

United Kingdom Vanilla Recruitment (UK) Ltd Full time

As the Customer Experience Manager, you’ll be the champion for clients, ensuring every interaction is seamless, inspiring, and delivers results. You will play a crucial role in advising and supporting clients to ensuring that their customers have a positive experience throughout their journey, which is essential for building brand loyalty and driving sales.

What to expect:

  • Enjoy a competitive salary and benefits package that includes private medical or dental
  • 25 days holiday plus Bank Holidays
  • 8x death in service
  • Wellbeing initiatives
  • Working hours are Monday to Friday 9am – 5.30pm
  • Remote working role but travel to Mansfield and client sites across the UK is a requirement
  • Opportunities for professional development
  • Join a team of passionate and collaborative individuals who are redefining marketing excellence
  • Work on a diverse range of projects, constantly pushing the boundaries of creativity
  • Be empowered to make a real impact on client success stories

Here’s how you’ll craft a symphony of success:

  • Respond with energy and passion to client needs and briefs to include journey mapping, CX safaris, and root cause analysis
  • Tracking pain points and creating a compelling story
  • Translating insight into action through the journey
  • Facilitate innovation workshops or safari workshops for clients
  • Be the bridge between the creative teams and clients, translating complex concepts into clear communication and fostering genuine connection
  • Develop and nurture long-term client relationships, acting as a trusted advisor and advocate
  • Gather client feedback and translate it into actionable insights to continuously refine offerings
  • Collaborate with internal teams across departments to ensure a smooth and efficient client journey

You’ll be a maestro of client experience if you:

  • Have extensive omni channel (physical & digital) experience of CX to include journey mapping and proposition development
  • Possess a deep understanding of how brands operate, customer behaviour and how brands interact with customers
  • Have the ability to work in a high-pressure environment managing multiple projects
  • Thrive in a fast-paced, dynamic environment where creativity meets strategic thinking
  • Have exceptional communication skills, both written and verbal, with the ability to build rapport and navigate diverse personalities
  • Experience in a marketing agency environment is a plus

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