Customer Experience Executive
3 weeks ago
**Job Title**:Customer Experience Executive
**Department**:Digital Marketing
**Location**:Manchester City Centre
**Reporting To**:Customer Experience Manager
**Overview**
**Responsibilities**
Fulfil engagement and response strategy across Voice of Customer (VOC) channels in line with core.
Deliver against agreed KPIs defined by the Customer Experience manager.
Day-to-day management of VOC/feedback channels;
- Trustpilot
- Onsite surveys
- Outbound surveys
- App reviews
- Customer service feedback
- Net Promoter Score
- Customer Effort Score
Support A/B testing of customer journeys.
Implement session recordings for customer journeys.
Communicate with relevant stakeholders across the business
Identify new engagement points and methodologies for feedback collection
Work with systems and technology to funnel all customer feedback into a centralised customer platform.
Collaborate with stakeholders across the marketing department to deliver outbound feedback communications and full feedback loop cycles.
Collaborate with the Business intelligence team to execute onsite surveys.
Support the communication of key customer learnings to broader business stakeholders.
**About You**
- Educated to degree level.
- Passionate about improving customer experience.
- Ideally, have an interest in the gambling industry.
- You get excited listening to customers and understanding friction points.
- Experience working with customer insights and experience
- Comfortable with Microsoft Office (including Word, PowerPoint and Excel) - strong excel and analytical skills preferred.
- Able to use initiative.
- Possess excellent communication skills.
- Able to work calmly under pressure whilst showing meticulous attention to detail.
- Can prioritise work effectively to meet clear deadlines.
**Benefits**
- Enhanced Annual Leave
- Betfred Rewards (Discounts, offers & cashback for various retailers)
- Enhanced Maternity/Paternity
- Employee Assistance Programme
- Eye Test Vouchers
- Enhanced Sick Pay
- Relaxed Dress Code
- Charity Matched Funding
- Friends & Family Recruitment Reward
and more
**Benefits**:
- Casual dress
- Company pension
- Referral programme
- Sick pay
Schedule:
- 8 hour shift
Supplemental pay types:
- Bonus scheme
Work Location: One location
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