Director of Customer Experience

2 weeks ago

Nottinghamshire, United Kingdom THE CHANNEL RECRUITER LTD Full time

**JOB TITLE**: Director of Customer Experience

**SALARY**: £80,000 - £90,000 + excellent benefits

The Channel Recruiter is delighted to be working with a large IT solutions provider and top 10 Value Added Reseller on their hugely exciting **Director of Customer Experience** job vacancy.

LOCATION: Nottingham - 4 days per week in the office expected

COMMUTABLE LOCATIONS:Leicestershire, Derbyshire, South Yorkshire, Lincolnshire, Cambridgeshire, Northamptonshire, West Midlands.

JOB SPECIFICATION:
In this role you’ll be responsible for the overall development and execution of the Customer Experience strategy within the company. It will involve liaising and collaborating with external stakeholders and internal customers across departments and at alllevels, to deliver an exceptional customer experience. You will support and drive customer retention, acquisition, and continual service improvements.

The responsibilities include, but are not limited to:

- Developing and implementing the strategy in line with the company’s Executive Business Objectives.
- Liaising with departmental Directors across the company to ensure the customer experience initiatives and standards are induced within their strategies.
- Ensuring that the team works in collaboration with all other business functions, consistently delivering great end-to-end customer experience across all stages, channels, and touchpoints in the customer journey.
- Overseeing the senior management (including point of escalation) and successfully ensuring delivery within the team.
- Owning and managing robust and seamless onboarding and offboarding of all Category ‘A’ customers.
- Being a point of escalation in the team for any internal external customers, including the handling of complaints and compliments.

**REQUIREMENTS**:
You must also have demonstratable experience of working under pressure and to deadlines, coupled with outstanding communication skills and the ability to influence at all levels. Strong relationship management skills, both with internal customers and stakeholdersare of key importance.

KEYWORDS: Customer Service, Customer Experience, Customer Satisfaction, Sales, Director.

**CLOSING DATE**:

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