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Customer Management Manager

4 months ago

United Kingdom Interaction Recruitment Full time €46,000

Customer Experience Manager
Salary - up to GBP46,000 depending on experience
Hybrid Working 2 days in office, Leeds.
Contract - Permanent position
Working Hours Monday Thursday 8.Own, monitor and measure the end-to-end customer proposition, experience and performance of our customer journey
Understand the customer's needs, preferences, and behaviours, and using this information, improve the customer experience and drive customer loyalty and satisfaction.
Develop comprehensive customer journey maps to understand and document the end-to-end customer experience
Responsible for the end-to-end customer journey, experience and performance of the customer journeys
Measure success of implementations and work with key stakeholders to adjust or adapt/change where implementations are not as effective as expected or there is a lack of customer engagement to ensure success.
Leverage customer relationship management (CRM) tools and other relevant technologies to streamline processes and enhance the customer journey.
Stay updated on emerging technologies that can improve customer experience
Define and monitor key performance indicators (KPIs) related to customer satisfaction, retention, and overall journey success
Understanding of project and programme management techniques and management of risk
Familiarity with customer relationship management (CRM) systems.
Analysing customer data to identify trends, pain points, opportunities and how effective the customer journey is
Ability to develop strong relationships and work effectively across multiple teams, whilst also being comfortable working in a fast paced agile environment
Prepared to take ownership and accountability for key deliverables (including resolution of risk events that arise from time to time) and to challenge the status quo.
Strong negotiator, highly influential with commercial acumen
Ability to analyse commercial performance, customer insight and journey funnel data to drive and track impact of changes.
Microsoft Office proficient
Project management skills and the ability to drive cross-functional collaboration.
Ability to analyse data and provide insight
Strong analytical skills with the ability to translate data into actionable insights