Brand Experience Manager

4 weeks ago

Northampton, United Kingdom Recruitment Agenda Full time

Brand Experience Manager

Northampton

Contract Type: 40 hours per week. Working any 5 out of 7 on a rota basis which will consist of days, evenings, and weekends.

**Salary**: £35,000 per year OTE £43,000 + car allowance.

Agenda Partnership have partnered with a retail brand in Northampton who are recruiting for a Brand Experience Manager. Within this role you will support the store retail and services operation to generate the highest levels of customer experience in responseto customer feedback. To share both positive and negative customer and observational feedback to both colleagues and managers to ensure visibility and improvement over issues and recognition and sharing of best practice.

Within this role you will need to:

- Train, coach and develop your direct reports and store colleagues to deliver a consistent high quality of service for every customer
- Strive to keep delivering the message of delivering the highest standards of customer service.
- Work with all stores teams to ensure excellent communication to manage customer flow, minimise wait times and ensure operational process changes are well implemented to the benefit of the customer.
- Promote the brand and the store’s ambassador for customer service excellence, particularly on social media review sites.
- Highlight and escalate any risks to brand through customer contact/feedback to either Head of Business or Head of Customer.
- Manage the Customer Experience Manager to ensure the Collections team delivers high quality handover experiences for all customers, including all administrative and preparation activity.
- To support the Customer Experience Manager in managing the Customer Services team to handle all contacts with integrity, honesty and professionalism in all circumstances to ensure timely and satisfactory resolution for all issues.
- Act as the customer’s advocate within the store to ensure that all departments remain focused on the customer using customer feedback to drive constant improvement to customer KPIs and ensure targets are met.
- Complete monthly store 'customer experience’ reviews and support the store management team to devise and implement action plans to improve customer metrics and experience.
- Attend appropriate training and launch activity for new process and initiatives where this will impact upon the customer.
- To become an expert in the gathering and interpretation of customer feedback through electronic and direct contact to identify trends and promote appropriate solutions.
- Provide weekly reporting and analysis of feedback and customer metrics to identify trends and issues.
- Work with the Head of Customer to shape the customer experience to the customer and business benefit to ensure high levels of customer satisfaction and retention.
- Oversee the management of the store Customer Experience P&L to budget, highlighting risk and looking to make the most effective and efficient use of company finances to ensure customer issues are resolved.
- Maintain a safe and healthy working environment, ensuring you and Colleagues comply with Health and Safety requirements.

**Experience required**:

- Full valid UK driving licence.
- Previous retail experience desirable, store management or complaints background
- Previous experience in a fast paced, target driven environment.
- You must be proficient in the use of Microsoft Office - all packages.
- You will need excellent communication skills, both written and verbal.
- Ability to communicate with a diverse work force.
- You would need to be confident in managing complaints.
- You will need experience in managing or supervising a team.
- An awareness in financial compliance would be beneficial.

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