Customer Experience Manager

2 weeks ago

Cramlington, United Kingdom Printed.com Full time
We are Printed.com, one of the largest and fastest growing on-line print shops in the UK. We are filled to the brim with a passionate team who are mad about printing, designing, building and growing the business. In the office you'll find that we are forward-thinking, with a mission to be creative, innovative and to help our customers. We are constantly investing in new products and using technology to improve how we increase our market share and take advantage of new opportunities. Catch us in our production space and you will find a fast-paced, dedicated team who endeavour to reach perfection for our customers.

The Customer Experience Manager will be responsible for managing the Customer Experience Team, a centralised team working across all departments in The Printed Group ltd, focusing on improving customer experience, identifying areas for change and ultimately reducing customer fail rates.

This role will be pivotal to the growth of the group, leading change within the business and being responsible for the further roll out of a Lean/Six Sigma in all areas.

Working directly with delivery partners to implement new processes and expanding our services along with proactive communication to our customers.

This position requires a strategic thinker who can drive customer-centric initiatives.

As this is a newly formed team within The Printed Group you will have the opportunity to help shape the future of the role and team. Your ideas and experience will be paramount to improving the overall experience for our customers.

It is an extremely varied role where high levels of organisation, critical decision making, and commercial acumen are essential.

Applicants must be flexible and able to work different hours/days when requested and have a strong proven background in any area of service delivery. The right applicant for this role will be happy to help the team with the day-to-day workload but also have the ability to look at the overall picture.

Primary Duties and Responsibilities:

  • Be a point of contact for all areas of the business on the topic of customer experience
  • Regular reporting on team and business performance
  • Work with others within the business to improve efficiency
  • Identify challenges and implement improvements
  • Oversee and investigate all reprints, refunds and cancellations
  • Ensure the customer is at the centre of all actions, deciding the best methods of communication
  • Work with third party delivery providers to follow up on claims, performance and proactive delivery information to our customers
  • Interrogate data to understand failure points in the customer journey end to end

Requirements

  • Proven history of strong stakeholder management
  • Proven ability to handle challenging customers
  • Strong commitment to delivering exceptional customer service
  • Proven history of being responsible for a busy and diverse workload
  • Highly organised and self-motivated
  • Ability to work under pressure to high standards and tight deadlines is essential
  • Excellent written and verbal communication skills
  • Experience or knowledge of Lean/Six Sigma methodologies (although training will be provided)
  • A good knowledge of digital, litho and large format print
  • A sound knowledge of Adobe CS & Microsoft programs required is preferred but not essential
  • Data literacy is essential
  • Ability to foster strong working relationships across all career levels within the Group
  • Ability to commute to the Cramlington office

Benefits

  • 22 days holiday rising to 25
  • Staff discounts & Friends and Family discounts
  • Breakfast and drinks provided
  • Charity day per annum supported
  • Summer and Christmas Parties
  • Street food days
  • Access to Perkbox portal

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