Head of Customer Experience

3 weeks ago

Manchester, United Kingdom Page Personnel Secretarial & Business Support Full time

An opportunity has arisen for a Head of Customer Experience to join a consumer goods business based in Manchester. The Head of Customer Experience will design and implement the Customer strategy for customers

**Client Details**

Our client, based in Manchester, is a market leading consumer goods business. With a wide range of customers globally, they are looking for a Head of Customer Experience to join their team, process mapping and streamlining the customer experience to ensureservice delivery.

**Description**

Duties of the Head of Customer Experience:

- Lead a team of customer care agents in multiple locations and set personal and team KPIs and support recruitment, training and development of the team.
- Build relationships within the business and be the voice of the customer internally and ensure excellent customer journeys with increased retention and recommendation
- Mentor and motivate the teams to drive personal and business success in a positive, creative and collaborative environment
- Provide best in class service to our customers and maintain the 5* Trust Pilot score
- Measure and report back to the business on CS team performance and customer satisfaction analysis as well as ongoing issues
- Proactively optimise and automate CS processes to continually improve efficiency and effectiveness of the team and systems
- Proactively communicate with customers when required to set expectations
- Set the longer-term growth plans for the team to ensure the business can grow as planned whilst maintaining and improving customer experience; improving systems, automating customer responses, etc
- Plan the team effectively to ensure staffing matches incoming ticket volumes
- Manage budget to ensure spend remains within plan whilst ensuring service to customers does not falter.

**Profile**
- Expert knowledge of best in class customer service, process and continuous improvement
- Expert knowledge of process excellence
- Excellent team management, motivation and communication skills
- Extensive experience in continuous improvement and process redesign activity
- Expert ability to translate complex and multiple data sources into impactful and impressive conclusions and communicate these effectively. Ability to decipher the bigger picture and disseminating that into tangible outcomes
- 5+ years experience implementing and managing CRM products (inc Zendesk)
- Advanced Microsoft Office skills, such as Excel and Power BI
- Experience compiling data and producing management information reports
- Knowledge in general IT / computer troubleshooting and problem-solving procedures
- Active listener, clear communicator, problem-solver, and flexible
- Proficiency with other marketing and sales platforms and tools.

**Job Offer**

The salary on offer is £60k - £70k

Office based role - great offices

  • Customer Service Representative

    3 days ago

    Manchester, United Kingdom M5 Experience Ltd Full time

    **Customer Service Representative - Manchester, Deansgate Based** Marketing 5 is expanding rapidly, and we're looking for ambitious individuals who are ready to develop their careers in a dynamic, fast-paced environment. This is a great opportunity for someone who wants to start from the ground floor. - _**Are you someone who loves to engage with...

  • Head of Omnichannel and Customer Experience

    5 days ago

    Greater Manchester, United Kingdom Scope Full time €70,000

    Head of Omnichannel and Customer Delivery Job reference: REQ(phone number removed) £70,000 per year Scopes eCommerce Hub Salford - M50 1BX The Head of Omnichannel and Customer Experience is accountable for leading Scope's ecommerce business into our next stage of growth. And turning this into a future significant income stream for the...

  • Head of Omnichannel and Customer Experience

    2 days ago

    Greater Manchester, United Kingdom Scope Full time €70,000

    Head of Omnichannel and Customer Delivery Job reference: REQ(phone number removed) £70,000 per year Scopes eCommerce Hub Salford - M50 1BX The Head of Omnichannel and Customer Experience is accountable for leading Scope's ecommerce business into our next stage of growth. And turning this into a future significant income stream for the...

  • Customer Experience

    3 days ago

    Greater Manchester, United Kingdom Scope Full time €70,000

    REQ(phone number removed) ~£Scopes eCommerce Hub Salford - M50 1BX The Head of Omnichannel and Customer Experience is accountable for leading Scope's ecommerce business into our next stage of growth. Develop and drive the implementation of an eCommerce strategy. Collaborate with the Head of Retail Shops to connect Scope s online and brick and...

  • Customer Experience

    3 days ago

    Greater Manchester, United Kingdom Scope Full time €70,000

    REQ(phone number removed) ~£Scopes eCommerce Hub Salford - M50 1BX The Head of Omnichannel and Customer Experience is accountable for leading Scope's ecommerce business into our next stage of growth. Develop and drive the implementation of an eCommerce strategy. Collaborate with the Head of Retail Shops to connect Scope s online and brick and...

  • Head of Customer

    7 days ago

    Greater Manchester, United Kingdom Novo Executive Search Full time

    Head of Customer Salary: Competitive Salary with flexibility plus generous package Our client is an award-winning UK developer with a 20 year-track record of delivery. As a leading UK developer and operator, they have delivered over 15 energy-efficient, renovation projects and new builds in Manchester, providing the city centre with over 900 luxury...

  • Head of Customer

    7 days ago

    Greater Manchester, United Kingdom Novo Executive Search Full time

    Head of Customer Salary: Competitive Salary with flexibility plus generous package Our client is an award-winning UK developer with a 20 year-track record of delivery. As a leading UK developer and operator, they have delivered over 15 energy-efficient, renovation projects and new builds in Manchester, providing the city centre with over 900 luxury...

  • Head of Customer

    7 days ago

    Greater Manchester, United Kingdom Novo Executive Search Full time

    Head of Customer Salary: Competitive Salary with flexibility plus generous package Our client is an award-winning UK developer with a 20 year-track record of delivery. As a leading UK developer and operator, they have delivered over 15 energy-efficient, renovation projects and new builds in Manchester, providing the city centre with over 900 luxury...

  • Head of Customer Transformation

    1 month ago

    Manchester, United Kingdom Digital Waffle Full time

    **Head of Customer Transformation**: **Job details**: - Posted 10 November 2023 - Salary £100000 - £110000 per annum - LocationManchester - Job type Permanent - Discipline Infrastructure - ReferenceZJ-57-3 - Contact NameZak Jones **Job description**: **Job Title**:Head of Customer Transformation/Migration **Location**:Manchester, UK (90%...

  • Customer Service Assistant

    5 days ago

    Manchester, United Kingdom M5 Experience Ltd Full time

    Customer Service Assistant - Manchester, Deansgate Based Are you someone who loves to engage with people? Do you have customer facing experience but you're tired of retail and hospitality environments? A desk-job doesn't excite you? We have the perfect opening for you! At M5 Experience in Manchester we are an independent sales agency specialising in...

  • Head of User Experience- Manchester

    7 days ago

    Manchester, United Kingdom Chassam Recruitment Limited. Full time

    I am currently looking to recruit a Head of User Experience for a leading and fast paced organisation based in Manchester. This is a fantastic opportunity where you will be managing a team of designers what work with both web and native mobile applications. The role will be focussed around improving customer experience and loyalty. Responsibilities will...

  • Head of User Experience- Manchester

    2 weeks ago

    Manchester, United Kingdom Chassam Recruitment Limited. Full time

    I am currently looking to recruit a Head of User Experience for a leading and fast paced organisation based in Manchester. This is a fantastic opportunity where you will be managing a team of designers what work with both web and native mobile applications. The role will be focussed around improving customer experience and loyalty. Responsibilities will...

  • Head of User Experience- Manchester

    2 months ago

    Manchester, United Kingdom Chassam Recruitment Limited. Full time

    I am currently looking to recruit a Head of User Experience for a leading and fast paced organisation based in Manchester. This is a fantastic opportunity where you will be managing a team of designers what work with both web and native mobile applications. The role will be focussed around improving customer experience and loyalty. Responsibilities will...

  • Head of Customer Operations

    5 days ago

    Manchester, United Kingdom AccessPay Full time

    The Head of Customer Operations is a senior role within the organization, reporting to the Director, Customer Success. - Our Customer Success (CS) team are responsible for the overall service we provide to our customers, whether this is the onboarding of new customers to the in-life servicing of existing customers, our aim is to build strong relationships...

  • Head of Customer Operations

    2 weeks ago

    Manchester, United Kingdom AccessPay Full time

    DescriptionThe Head of Customer Operations is a senior role within the organization, reporting to the Director, Customer Success. Our Customer Success (CS) team are responsible for the overall service we provide to our customers, whether this is the onboarding of new customers to the in-life servicing of existing customers, our aim is to build strong...

  • Head of Customer Operations

    14 hours ago

    Manchester, United Kingdom AccessPay Full time

    DescriptionThe Head of Customer Operations is a senior role within the organization, reporting to the Director, Customer Success. Our Customer Success (CS) team are responsible for the overall service we provide to our customers, whether this is the onboarding of new customers to the in-life servicing of existing customers, our aim is to build strong...

  • Head of Customer Success

    4 weeks ago

    Manchester, United Kingdom Matched Group Full time

    **Head of Customer Success** **Basic £60,000 - £70,000 + Bonus + benefits** Company: SaaS business experience huge growth Why: 40% growth YOY business - Are you and experienced Customer Success Manager / Lead? - Have you worked in a SaaS sales environment? We are currently working with a leading NW based SaaS company that have been experiencing...

  • Customer Experience

    2 weeks ago

    Manchester, United Kingdom Page Personnel Secretarial & Business Support Full time

    This role requires you to provide an amazing customer service experience by performing consistently with the highest level of quality and exceed customer expectations to deliver exceptional value. **Client Details** Our client, based in Manchester, is a market leading manufacturing and production business. Due to continue growth, they have a new position...

  • Customer Experience

    2 weeks ago

    Manchester, United Kingdom Page Personnel - UK Full time

    A market leading company offering responsibility and progression - Flexible Working **About Our Client**: Our client, based in Manchester, is a market leading manufacturing and production business. Due to continue growth, they have a new position available as Customer Experience. Customer Experience includes the following duties: - Be a single point of...

  • Customer Experience

    2 weeks ago

    Manchester, United Kingdom Betfred Group Full time

    This role leads the implementation of changes driven by customer feedback and research insights and manages the closed-loop feedback program. It is pivotal in driving customer-centric initiatives across the business, including customer journey mapping and CX maturity assessments, and reports back to the Head of Customer and other senior stakeholders on...