Customer Experience Manager- Customer Care
4 weeks ago
Central Employment are working in partnership with a UK leading eCommerce web-print specialist based in the North East. They have a brand new and pivotal opportunity for a Customer Experience Manager, joining their centralised leadership team.
This would be an initial onsite role, then hybrid working options. £Customer Experience Manager job profile:
The Customer Experience Manager will be responsible for managing the Customer Experience Team, a centralised team working across all departments, focusing on improving customer experience, identifying areas for change and ultimately reducing customer fail rates.
Working directly with delivery partners to implement new processes and expanding our services along with proactive communication to our customers.
As this is a newly formed team, so you will have the opportunity to help shape the future of the role and team. It is an extremely varied role where high levels of organisation, critical decision making, and commercial acumen are essential.
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 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.
Proven history of strong stakeholder management
Strong commitment to delivering exceptional customer service
Experience or knowledge of Lean/Six Sigma methodologies (although training will be provided)
A sound knowledge of Adobe CS & Microsoft programs required is preferred but not essential
Middlesbrough // Permanent
£Middlesbrough // Permanent
£Middlesbrough // Permanent
£
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