Customer Operations Manager
4 weeks ago
Job Description
Head of Customer Operations
Job Summary:
Responsible for overseeing customer operations, managing customer relations, and driving initiatives to raise standards and enhance the overall customer experience. This role requires a proactive leader who can effectively manage a team of coordinators while also engaging with clients to ensure their needs are met and expectations are exceeded.
Key Responsibilities:
Business Customer Operations Management:
Oversee the day-to-day running of the office coordinators, ensuring smooth operations and efficient workflows.
Develop and implement strategies to optimise business customer processes and enhance productivity.
Collaborate with senior management to set and achieve operational goals aligned with the company's objectives.
Customer Focus:
Work closely with the Managing Director to ensure the delivery of exceptional service to both new and existing customers.
Manage the customer journey to ensure a seamless and satisfactory experience from initial contact through to post-purchase support.
Gather and analyse customer data to identify trends, preferences, and areas for improvement.
New Business and Project Management:
Working closely with the Managing Director on the development and execution of new business initiatives and projects, working closely with cross-functional teams to drive success.
Take ownership of project timelines, budgets, and deliverables, ensuring timely completion and quality outcomes.
Act as a liaison between clients and internal teams, providing updates, resolving issues, and managing expectations.
Team Leadership and Management:
Lead and mentor a team of coordinators, providing guidance, support, and professional development opportunities.
Set clear expectations and performance goals for team members, conducting regular evaluations and providing feedback.
Foster a collaborative and inclusive work environment, promoting teamwork and individual growth.
Qualifications and Skills:
A degree or similar in business administration, management, or a related field.
Proven experience in operations management, preferably in a customer-centric environment.
Demonstrated leadership skills with the ability to inspire and motivate teams to achieve results.
Strong analytical and problem-solving abilities, with a focus on driving continuous improvement.
Excellent communication and interpersonal skills, with the ability to interact effectively with clients and colleagues at all levels.
Professional maturity and the ability to handle challenging situations with diplomacy and tact.
Proficiency in project management tools and techniques.
A proactive and results-driven approach, with a commitment to delivering exceptional service and adding value to the organisation.
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