Head of Customer Experience

3 months ago


Loughborough, United Kingdom Everyman Racing Full time

An exciting opportunity has arisen for a Head of Customer Experience within the Automotive Events Industry. The job role requires a wide range of skills. We are looking for someone who has a passion for providing the best possible customer experience. You will be **required to supervise and oversee the strategy, planning and execution of Everyman Driving Experiences overall customer experience goals.**

Everyman Driving Experiences are the largest supplier of driving experiences and automotive events in the UK, currently supplying over 250,000 drives per year. We operate from our own facility at the site of the Prestwold driving centre which is based in Leicestershire at our purpose-built race circuit.

Here at Everyman Driving Experiences we pride ourselves on taking care of our customers from the moment of booking and choosing their vehicles through to the experience they have at our events and then the aftercare they receive from us.

**Duties and Responsibilities**
- Create a company-wide strategy to streamline and improve customer experience.
- Build brand loyalty and increase customer satisfaction.
- Collect and analyse data to make well informed business decisions. Conduct in depth research into the customer journey and current market trends.
- Ensure that the customer experience team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across stages, channels, and touchpoints in the customer journey.
- Liaise with directors or heads of other teams such as sales, marketing, customer support, workshop team and account management to ensure customer-centricity in their respective departmental work and help them deliver in accordance with the overall customer experience strategy.
- Take full ownership of key performance indicators relevant to stages of customer engagement.
- Attend regular management meetings as part of the top-level management team.
- Encourage problem-solving, strategic thinking and customer-orientation throughout the company.

**Skills and Requirements**
- Evidence of strong management, planning, project management and organisational skills, required to manage an extensive portfolio of events, communication campaigns and customer-centric activities.
- Excellent communication (both written and verbal), influencing and negotiation skills, required to cooperate with a wide range of internal and external stakeholders (academics, services, suppliers, partner boroughs, etc) combined with driven and assertive personality.
- Experience in people management, leading and directing multiple team members in a busy task-oriented environment.
- Budget management skills with a focus on value for money/return on investment.
- Flexibility and resourcefulness in work.

**Job Types**: Full-time, Permanent

**Salary**: £38,000.00-£42,000.00 per year

**Benefits**:

- Casual dress
- Company events
- Company pension
- Discounted or free food
- Employee discount
- Free parking
- On-site parking
- Store discount

Schedule:

- Monday to Friday
- Weekend availability

Supplemental pay types:

- Performance bonus

**Experience**:

- Customer relationship management: 5 years (preferred)
- Customer Service: 6 years (required)

Work Location: In person



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