Customer Experience Manager- Customer Care

3 weeks ago

Slough Berkshire, United Kingdom ALD Automotive Full time

At ALD Automotive | LeasePlan, we are always asking What's next in mobility.
For us to be successful, we’ll continue investing in innovation and technology, sustainable solutions, state of the art digital capability and, of course, our people The role of Strategy & Transformation is to provide alignment of global and local vision, objectives and deliverables and to facilitate the creation of incremental value for the business through targeted intervention and help. Customer Experience is specifically responsible for ensuring the service delivered to customers by our teams and our outsourced suppliers is monitored and controlled to maximise customer satisfaction, improve efficiency, reduce rework, and protect our brand reputation.
The department is also responsible for ensuring we retain our commercially essential quality standard (ISO9001).
Ownership of the survey methodology and approach.
Providing measurement and analysis of the customer journey to focus business areas on improving customer outcomes whilst enhancing and refining customer experience across all touchpoints.
To represent the voice of the customer, using external reference points and best practice to help shape our customer experience strategy.
Create the framework for customer satisfaction measurement and work with the survey and data teams to ensure insight supports our customer experience strategy.
Prepare and present insight to drive operational performance and change initiatives, and ensure measurement is core to our culture.
Help to identify ‘hotspots’ that need attention and provide recommendations on how to change and improve.
Use external best practise and working with the wider group, help shape our thinking to drive customer excellence.
Prior experience in customer experience roles including managing surveys.
Prior experience in customer experience measurement with a focus on highlighting customer pains & gains.
Strong ability to analyse data from a range of sources to assess customer satisfaction.
Senior stakeholder management & ability to make an impact & influence at all levels.
Excellent communication skills face-to-face, virtual, written & presenting.
Generous contributory pension scheme
Company Car
Eligibility to annual bonus
25* days holiday, in addition to bank holidays
Holiday buy / sell (subject to conditions)
Flexible working options available
Occupational Health Programme
Introduction bonuses for referring an Employee or Customer
EV charging points, bike storage, shower & changing facilities and car parking (limited)
Why LeasePlan | ALD Automotive?
3 million vehicles managed across more than 44 countries, we provide full-service leasing, flexible subscription services, fleet management services and multi-mobility solutions to customers of all sizes, including large corporates, SMEs, professionals, and private individuals. By leveraging our unique position to lead the way to net zero and further shape the digital transformation of the industry, we are well-positioned to meet the evolving mobility needs of our clients and provide them with the solutions they need to thrive.
At ALD Automotive | LeasePlan*, we believe that our success is driven by our commitment to customer satisfaction. Our team is dedicated to delivering innovative solutions and technology-enabled services that help our customers focus on their everyday business. Our employees play an important role in achieving this goal so why not join us on this exciting journey as we continue to enable the transformation towards large scale adoption of sustainable mobility and provide our customers with the solutions they need to succeed.
*ALD Automotive | LeasePlan will rebrand to Ayvens across all 44 countries by 2025
Studies have shown that women and people of colour are less likely to apply for an opportunity unless they exactly meet the criteria specified. At ALD Automotive we are committed to building a diverse, inclusive, enjoyable and authentic workplace so if you are excited about this, or any role at ALD but your experience doesn’t exactly align, we would encourage you to apply regardless

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