Customer Experience Manager

2 weeks ago

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

Customer Experience Manager -newly created role
- Leading B2C retail / ecommerce business
- Harrogate based - 3-4 days on site
- £45,000 - £55,000 dependent on experience

**Client Details**

Page Group are delighted to be working in partnership with a rapidly growing retail / ecommerce led business on the appointment of a new Customer Experience Manager. With customer satisfaction being one of the businesses core principals, this would be apivotal role to the company and support their long term ambitions

**Description**

**Key Responsibilities Include**:

- Design, implement and own a new Customer Experience structure to support the business through peak periods
- Management responsibility for the Customer Experience function
- Drive automation of Customer Experience processes - removing manual workloads where possible to improve the customer journey
- Improve customer satisfaction metrics across all methods of contact and customers contacting the business outside of the customer order process
- Manage all customer contact streams including Chatbot, Telephony, E-mail and Live Chat.
- Drive continuous improvement across the Customer Experience journey through regular reviews of existing process and procedures, making changes where needed to drive efficiency
- Work with E-commerce teams to share feedback on customer journey via website
- Manager and best utilise the CRM system to drive customer experience improvements
- Liaise with operations and 3rd party providers to ensure they are proactively supporting the businesses customer experience strategy

**Profile**
- Strong knowledge of driving process automation and improvement
- Knowledge of digital platforms and channels
- Working knowledge of zendesk or similar systems
- Strong customer focus

**Job Offer**

The role of Customer Experience Manager will join a leading national retail / e-commerce business at their Head office based in Harrogate.

Salary of £45,000 - £55,000 dependent on experience plus excellent benefits

Hybrid working - 3-4 days on site - 1-2 home working

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