Digital Experience Manager

2 weeks ago

Chester Cheshire, United Kingdom Sykes Cottages Limited Full time

Role Profile Service-driven, experienced within a call centre environment and with a desire to drive success within our team, we we are welcoming our newest Digital Experience Team

Key Responsibilities

Key Responsibilities We are looking for those who can share in our vision for delivering the very best in service to our Customers

Working alongside our team of 5 Managers. you will ensure the day to day running of our successful department whilst maintaining a focused and motivated team. You will be dedicated to ensuring our overall sales conversion and booking targets are exceeded.

We know what kind of people make our team a success and are seeking someone with a talent for delivering outstanding results, able to positively drive change, and motivate and inspire team members whilst creating an environment oriented to trust, open communication and creative thinking

As our newest Digital Experience Manager, a typical day will see you:
- Leading a team of digital experience advisors
- Develop and deliver our digital transformation plans using a deep understanding of the industry, technology and external insights.
- Focus on driving experience through a digital first mentality
- Provide opportunities for regular 121’s, coaching and training
- Accountable for optimum staffing at all times focussed on driving efficiencies through the increase in digital usage.
- Accountable for a fun and dynamic environment
- Lead the team to ensure objectives and SLA targets are met/exceeded
- Work in partnership with Marketing regarding customer & owner feedback and customer and owner retention
- Work with the Holiday Experience Team Managers to ensure a high quality end-to-end service to the customer.
- Work in partnership with the Training Team to ensure excellent levels of service are provided by the Experience teams at all times.
- Identify areas for improved profitability, growth and cost savings - making recommendations to the Senior Management team. Be accountable and/or contribute to efficiency projects depending on business needs
- Feedback to relevant department on improvements based on staff/customer feedback
- Motivate, mentor, train and support team members
- To ensure all team members adhere to FCA regulations
- Understand all organisation’s products, services, procedures, guidelines.
- Ensure that all HR and people management processes are managed in line with Company guidelines
- Manage the budgets in unison with Customer & Owner senior management, with particular focus on compensation.
- Ensure that team members work in line with FCA regulations
- Monitors and analyses consumer trends and recommends plans to effectively meet the changing consumer needs within Channel.
- Supports digital’s vision and strategies and leads efforts to enhance digital experiences in various relevant channels;
- Ensures user experience for Digital Channel is consistent with the Sykes family brand and is intuitive and consumer friendly;
- Own all digital contact; lead and deliver continual improvement and development of the multi- channel/omnichannel proposition
- Develop highly effective, influential relationships internally and externally at all levels. Work with peers and key stakeholders to research, identify and capture new digital opportunities across the business and to provide recommendation and change programmes which will deliver improved performance and or a reduction in costs
- Using external knowledge, network, and insights to suggest new and innovative contact strategies through a digital first lense.
- Expert in digital technology, able to identify trends and opportunities and link digital capabilities in order to transform the customer experience. #J-18808-Ljbffr

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