Head of Customer Experience

7 days ago

Macclesfield, United Kingdom Venn Digital Full time

**Why join the team?**

Across our marketing and project departments, we have a range of creative, strategic and tech-focused roles. But whatever the position, we’re proud to offer all our team a level of autonomy and opportunities to branch out.

Venn is a market-leading MarTech business that specialises in digital solutions for recruitment agency and employer brands. Our packages range from SaaS website solutions to full-service marketing strategies to help recruitment brands achieve ROI.

**The Role**

A fantastic opportunity to join Venn Digital as Head of Customer Experience.

As the Head of Customer Experience, you will be responsible for overseeing the entire customer journey across all touchpoints and ensuring the delivery of exceptional customer experiences. You will collaborate with the teams responsible for the development and execution of web projects (including content and SEO), manage the studio planning, capacity, and overall experience during this time. You will also be responsible for understanding their experience post go live and how we ensure they get the best out of Vennture for years to come.

As well as supporting the project team to organise the delivery of projects through the studio efficiently, you will also work with the different departments internally to improve processes and create more efficiencies in the project delivery process, considering the customer experience at all times and how this can be improved. This may involve reviewing feedback from customers having gone through the process to implement improvements and reviewing these on a regular basis.

You will use our scheduling and project management tools, Float and Teamwork, in order to plan, forecast and report on resource capacity.

**Your Responsibilities**
- Develop and execute a comprehensive customer experience strategy that aligns with the company's goals and objectives
- Ensure the flow of information from Sales through to go Live is clear and in line with 7 D’s.
- Run the studio and the Project Management Team to ensure all projects are on time and on budget.
- Analyse customer feedback and data to identify areas for improvement in the customer journey and implement solutions to enhance the overall experience.
- Build and manage a high-performing culture, that enables the delivery of exceptional customer experiences across all touchpoints
- Collaborate with the Operations Director, to ensure customer-centricity is embedded throughout the organisation
- Ensure the customer experience post go live is enhanced with the help of the product, sales, content, and support teams
- Drive customer satisfaction, loyalty, and advocacy by measuring and analysing key performance indicators, implementing initiatives, and tracking progress
- Ensure a consistent customer experience across all channels, including in-person, online, ticketing and feedback sessions
- Develop and implement customer service policies, procedures, and standards to ensure consistency and effectiveness.
- Manage relationships with key stakeholders, including external vendors and partners, to ensure alignment with the company's customer experience strategy
- Continuously monitor and evaluate the customer experience landscape, including industry trends and best practices, to identify opportunities for improvement
- Manage the studio's workflow, ensuring that all projects are moving smoothly through the production process, and reporting back on capacity

**The Requirements**
- 2+ years in a similar role
- Proven track record of developing and executing successful customer experience strategies that drive customer satisfaction, loyalty, and advocacy
- Strong leadership and people management skills, with experience building and managing high-performing teams
- Knowledge of customer experience technologies and platforms, including CRM systems, feedback tools, and data analytics
- Strong project management skills, with the ability to manage multiple projects simultaneously and meet deadlines
- A meticulous eye for detail.
- A passion for problem-solving.
- Excellent communication skills.
- A positive, can-do attitude and clear focus.

**Be Great, Get Rewarded**:
We believe in going beyond expectations to give our team the freedom to enjoy work. Creating a work-life balance is at the core of what we do and the driver behind our decision to move to our stunning Alderley Park office.

**Benefits**
- Get 23 days' holiday per year plus an additional day for each year for 5 years, and enjoy a half-day off on your birthday
- We give you access to multiple learning portals to develop your understanding and skills. Upon request, we are happy to fund and encourage learning through practical and rewarding channels.
- We automatically set up a pension scheme with Aviva when you start with Venn.
- Enjoy fresh fruit delivered daily.
- Discounted onsite gym membership and woodland walks for a healthy body and mind.
- Receive a contribution towards health costs throug

  • Customer Experience Manager

    5 days ago

    Macclesfield, United Kingdom Superbike Factory Ltd Full time

    Superbike Factory was founded in 2010 and we are the largest retailer of used motorbikes in the UK and Europe. From our new purpose-built head office in Macclesfield sales turnover has grown rapidly to over £34m in 2021 and we currently employ over 200 people, moving to 400 by the end of the year.We are lucky enough to be backed by one of the most...

  • Customer Experience Lead

    2 weeks ago

    Macclesfield, Cheshire East, United Kingdom Medlock Partners Full time

    At Medlock Partners, we are seeking a Customer Experience Lead to oversee the customer operations and management of our client's service team in Cheshire. This role will allow you to develop strategies to enhance customer satisfaction and support business growth.Key Responsibilities:To manage the Customer Service function, ensuring that professional advice...

  • Customer Experience Manager

    2 weeks ago

    Macclesfield, Cheshire East, United Kingdom Medlock Partners Full time

    Job Title: Customer Experience ManagerLocation: UKWe are offering a full-time and permanent opportunity to work from our site with one day of flexible working from home.Benefits include free on-site parking for all employees.Salary Range: £33,000 - £38,000 per annum, plus an attractive benefits package including 25 days annual leave (plus bank...

  • Customer Experience Executive

    7 months ago

    Macclesfield, United Kingdom Tallgrass Recruitment Full time

    **Experience on the phones handling calls & complaints is required.** Inbound & Outbound Call Handling and managing complaints. Very fast paced role! **Responsibilities as our Customer Experience Executive will include**: - Providing an exceptional customer experience through all stages of the customer’s journey. - Enhance customer experience in order...

  • Customer Experience Manager

    2 days ago

    Macclesfield, Cheshire East, United Kingdom Group 1 Automotive Full time

    Group 1 Automotive is seeking a highly skilled Customer Experience Manager to join our team. In this exciting role, you will be responsible for delivering exceptional customer experiences and driving business growth.Key responsibilities include:Developing and implementing customer experience strategies to drive business growthBuilding strong relationships...

  • Customer Experience Director

    2 weeks ago

    Macclesfield, Cheshire East, United Kingdom Medlock Partners Full time

    About the RoleWe are seeking a talented Customer Experience Director to join our team at Medlock Partners. This exciting opportunity will enable you to develop and implement strategies to enhance customer satisfaction and drive business growth.The successful candidate will have previous experience in customer service management, with a strong understanding...

  • Customer Experience Champion

    2 weeks ago

    Macclesfield, Cheshire East, United Kingdom Group 1 Automotive Full time

    Customer Experience Champion OpportunityWe are seeking a highly motivated and customer-focused individual to join our team as a Customer Experience Champion. As a key member of our aftersales department, you will play a vital role in ensuring that every customer interaction is positive and memorable.Key responsibilities include:Maintaining accurate and...

  • Customer Experience Executive

    7 months ago

    Macclesfield, United Kingdom SuperBike Factory Full time

    **Company background** With our industry-leading preparation facilities at our operational hubs in Cheshire, Donington Park, and West Yorkshire, we can offer customers a used motorbike with total peace of mind in terms of its quality. This is supported by our Excellent Trustpilot rating. Superbike Factory has grown significantly in recent years,...

  • Customer Experience Executive

    7 months ago

    Macclesfield, United Kingdom SuperBike Factory Full time

    **Company background** With our industry-leading preparation facilities at our operational hubs in Cheshire, Donington Park, and West Yorkshire, we can offer customers a used motorbike with total peace of mind in terms of its quality. This is supported by our Excellent Trustpilot rating. Superbike Factory has grown significantly in recent years,...

  • Customer Experience Executive

    7 months ago

    Macclesfield, United Kingdom SuperBike Factory Full time

    SuperBike Factory has grown significantly in recent years, underpinned by significant investment in the business with the development of the largest production facilities in Europe, the opening of our retail site at the iconic Donington Park race circuit, and additional direct-to-consumer showroom facilities around the UK. With over 300 colleagues, we...

  • Customer Experience Representative

    2 days ago

    Macclesfield, Cheshire East, United Kingdom Group 1 Automotive Full time

    Role OverviewWe are seeking a Sales Executive to join our team at Audi Macclesfield. As a Sales Executive, you will be responsible for providing exceptional customer service, building relationships, and achieving sales targets.Key ResponsibilitiesGuide customers through a seamless buying experience, from initial welcome to negotiation and handover of their...

  • Customer Experience Manager

    2 weeks ago

    Macclesfield, United Kingdom Superbike Factory Ltd Full time

    **Company background** Superbike Factory Ltd was founded in 2010 and has developed into the largest retailer of new & used motorbikes in Europe. Superbike Factory is a data rich, digital first business, offering the only true end to end consumer experience in the sector, helped by our purpose built 'Master-Sites' in Macclesfield and Donington Park. We...

  • Customer Experience Representative

    2 weeks ago

    Macclesfield, Cheshire East, United Kingdom Group 1 Automotive Full time

    Job Overview:In this challenging and rewarding role, you will act as a Sales Executive, responsible for promoting Audi Macclesfield's range of vehicles and services. You will utilise your excellent communication skills to build strong relationships with customers, identifying their needs and preferences to deliver tailored solutions.Key responsibilities...

  • Customer Experience Coordinator

    3 weeks ago

    Macclesfield, Cheshire East, United Kingdom Group 1 Automotive Full time

    Retail Service CoordinatorWe are seeking an enthusiastic and customer-focused individual to join our Retail Centre team in Audi Macclesfield as a Service Advisor. This role offers the opportunity to work in a dynamic environment and develop your skills in customer service, sales, and technical knowledge.Job Description:Welcome and engage customers in a...

  • Customer Experience Specialist

    3 weeks ago

    Macclesfield, Cheshire East, United Kingdom Group 1 Automotive Full time

    Salary: £26,862.26 - £32,146.07">We are seeking an exceptional Customer Experience Specialist to join our team at Group 1 Automotive. As a Service Advisor, you will be the primary point of contact for customers while their vehicles undergo maintenance and repair.">Develop comprehensive product knowledge through manufacturer-led training.Actively promote...

  • Customer Experience Manager

    2 weeks ago

    Macclesfield, Cheshire East, United Kingdom Group 1 Automotive Full time

    Job DescriptionAn exciting opportunity for a skilled Sales Executive has arisen in Macclesfield.We are seeking a highly motivated and experienced sales professional to join our team, where you will have the chance to work with world-class brands and drive business growth. With a competitive salary of £50,000 - £70,000 per annum, this role offers a...

  • Head of Operations

    7 months ago

    Macclesfield, United Kingdom The University of Manchester Full time

    **About the role** Thank you for your interest in the role of Head of Operations at Jodrell Bank Centre for Engagement; a UNESCO World Heritage site, and proud to be part of the University of Manchester. At a site unlike any other, this new position offers you the incredible opportunity to contribute to every aspect of life at this iconic landmark and...

  • Customer Experience Adviser

    7 days ago

    Macclesfield, United Kingdom Santander Full time

    **Join our community** **We are currently recruiting for full time permanent role, with a starting salary of £18,520 per annum.** For our customers, you'll be more than just the friendly face and voice of Santander. You'll be a listener and problem solver. Whether you're helping someone with a simple cash transaction, aiding them with technology in the...

  • Customer Experience Manager

    2 days ago

    Macclesfield, Cheshire East, United Kingdom Lounge Full time

    In this exciting role as Lead Service Team Member, you will have the opportunity to make a real impact on our customers' experiences. You will be responsible for supporting the management team in delivering exceptional service and ensuring that every customer leaves happy.Tips are shared equally among team members based on hours workedPaid breaks are...

  • Customer Experience Specialist

    3 weeks ago

    Macclesfield, United Kingdom Group 1 Automotive Full time

    ResponsibilitiesWelcome and engage customers in a friendly and professional manner throughout the dayKeep customers informed and updated on the progress of their vehicle repairs, ensuring transparency and trustSchedule vehicles for appointments in the workshop efficiently and accurately