Head of Customer Experience

1 week 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

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