Customer Experience Manager
4 weeks ago
**Customer Experience Manager**
**Monday - Friday (2PM-10:30PM)**
**£30,000 - £35,000**
**Office Based, Leicester**
**Is Customer Service at the forefront of everything you do?**
If you have experience in managing a team of service driven individuals and ensuring customer success, get in touch
My client is a market leading ecommerce business, who due to exponential growth are looking to recruit a Customer Experience Manager to nurture the Account Managers to improve the overall customer journey and retain business on a global basis.
There are various progression opportunities within this business, if you work hard - you will see the fruits of your labour with the potential opportunity to travel overseas and represent the business.
**The Role**:
- Setting clear targets regarding Sales and Service
- Identifying areas for improvement within the Customer Service function of the business.
- Liaising with Senior Leadership to ensure standards are maintained regarding both individual and team targets.
- 1-to-1 meetings with Account Managers
- Implementation of performance plans to aid Sales and Service
- Auditing of all communication between Account Managers and Clients to ensure a successful customer journey is maintained.
- Assisting with recruitment and interviews
- Ongoing training and coaching for new and existing members of the team.
- Taking full ownership of reviews for the business across all channels and elevate when possible.
- Final escalation points for complaints
- Identifying and exemplifying successes throughout the team
- Analysing and identifying shortfalls in Sales and Service and implement procedure to avoid this.
- Excellent communication skills
- Supportive and nurturing attitude
- Target driven.
- Great people skill with ability to build rapports naturally.
- Coaching and leadership skills
- Experience working with a Customer Experience / Success Manager position previously.
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