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Head of Customer Experience

3 months ago

Belfast, United Kingdom ProfileTree Full time

Head of Customer Experience


ProfileTree is an award winning digital marketing agency based in Belfast, who helps their clients generate leads and sales through structured digital strategy, sleek web design and engaging digital content.

We are excited to recruit a talented Designer who will be equally excited to contribute to the innovation, thinking and development of ProfileTree's design department.


Key Responsibilities

  • Analyse and improve the customer experience systems, processes and policies in order to drive competitive advantage for the agency.
  • Accountable for customer experience results, to ensure client expectations are exceeded and our agency standards are upheld throughout the entire client life cycle including introduction, project delivery and relationship maintenance.
  • Management/Leadership of and accountable for performance and results of customer experience teams and all customer service interactions with the business.
  • Compile, collate and document all customer experience systems and checklists to ensure the company's processes are visible to all staff and adhered to at all times.
  • Create, maintain and promote positive, effective relationships both internally and externally with colleagues, clients and all stakeholders.
  • Reflect the values and collaborative culture of the business both externally and internally.
  • Design and implement the use of business reporting metrics across the customer experience function to monitor performance including client satisfaction, time taken from point of project entry to closure, resource utilisation and team health.
  • Provide oversight of current projects, engagement of new client projects and coordination of tasks that lead to quality product delivery.
  • Assist with any special projects as required by the business.
  • Help to map out career development plans for the customer experience teams and oversee their implementation
  • Assist the management team in dealing with any client issues and complaints, smoothing relationships and investigating internally.
  • Serve as an internal resource for staff to draw upon in order to ensure that client work is meeting the agency standards throughout the entire life cycle from inception to implementation and evaluation.
  • Lead, inspire and manage your team, ensuring their ongoing professional development and the retention of key staff.
  • Provide highlyvisible, professional management and leadership across all customer experience areas of the business on a daytoday basis, maintaining the highest levels of staff engagement.
  • Contribute innovative ideas and look for ways to increase value on client/internal projects and futureproof the business.
  • Help the senior management team deliver against the company vision and commercial targets.

Essential Criteria

  • At least 3 years' experience in a similar role.
  • Knowledge and experience in customer experience excellence and implementing best practices.
  • Excellent people manager.
  • Excels at operating in a fast paced environment, remaining professional when under pressure.
  • Experience of using project management and CRM software.
  • Proactive.
  • Assertive.
  • Excellent organisation skills.
  • Excellent communication skills.
  • Highly detail oriented.
  • Excellent critical reasoning and problemsolving skills.

Desirable Criteria

  • Experience within a Digital Agency environment


Hybrid working is available for this role; you will be able to choose a pattern of working which can incorporate both working from home and/or working in the Belfast office over the course of the week.

_(Please note that this role is based permanently in Northern Ireland. We are not in a position to offer this as a permanent remote position at this time.)_

ProfileTree is an Equal Opportunities Employer.