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

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