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Customer Experience Director
2 months ago
Crowcon Detection Instruments Ltd. is a leading manufacturer of life-saving products, protecting people from toxic and flammable gases. As a subsidiary of Halma plc, we are part of a global group of businesses developing innovative solutions that push the boundaries of science and technology.
Our company has a rich history of 50 years, with a strong presence in Europe, North and South America, and Asia. We supply customers in 160 countries and employ over 8,500 people worldwide.
Our PurposeTo create sensing solutions designed to save lives every day.
Our Values- Integrity - We do the right thing
- Collaboration - We work together and support each other
- Excellence - We always strive to do our best
- Innovation - We try new things
- Authenticity - We are ourselves
We are seeking a Senior Customer Experience Manager to join our Operations team. As a key member of the team, you will be responsible for delivering an exceptional level of customer experience to all customers of the organisation, from initial enquiry through delivery, after-sales repair and service.
The successful candidate will have:
- 5 years of experience in a customer-facing management role in a B2B environment
- Experience of developing and implementing business management systems successfully
- Experience of developing CRM systems and customer advocacy metrics
- Gravitas and personal credibility commensurate with a senior management position
- Ability to handle complaints and difficult situations in a patient, calm and effective way
- Develop and implement customer service procedures, policies and standards for the company
- Own the Customer Relationship Management System (CRM) and drive adoption across all sales and internal customer-facing teams globally
- Develop and implement a customer insight program to define and execute appropriate customer engagement plans
- Develop a robust and appropriate customer experience measure to identify areas for improvement and receive customer feedback
- Deliver our digital support strategy for new and existing products and services from pre to post sales
- Analyse opportunities and pipeline in CRM to enable forecasting and planning via the CRM system and lead the S&OP process
- Work closely with our Channel customers and account managers to ensure they receive the correct level of support
- Define the Customer Experience departmental vision and clearly articulate the key performance indicators and objectives for each department and each team member
- Implement improvements identified through the annual staff survey to ensure high levels of employee engagement and retention
- Create departmental budgets, ongoing financial forecasts, and manage overheads to achieve ongoing business requirements
- Generous company pension (up to 10.5% matched on a sliding scale)
- Hybrid working
- Company shares
- Health cashplan (Medicash)
- Eyecare scheme (with Specsavers)
- Corporate life insurance
- 25 days holiday
- Your birthday off (after 1 year of service)
- 3 days holiday purchase
- 14 weeks paid maternity, paternity, adoption leave
- Cycle to work scheme
- Subsidised annual bus pass
- Annual train ticket payment scheme
- Employee assistance programme
- Learning and development opportunities
- Free parking and subsidised EV charging points
We are an equal opportunities employer and welcome applications from diverse backgrounds. If you're excited about this role but don't feel confident you have enough past experience, we encourage you to apply anyway.
