Customer Experience Manager

7 days ago


Manchester, United Kingdom The Learning Experience #395 Full time
Job Description

Role: Customer Experience Manager

Location: Old Trafford, Manchester

Hours: Monday – Friday (8.15pm)

The Learning Experience #395 is seeking a dynamic and results-driven Customer Experience Manager to lead and elevate our client-facing projects. This role is pivotal in shaping the client journey and ensuring that every touchpoint aligns with our mission of delivering exceptional customer experiences.

Key Responsibilities:

  • Strategize & Manage Client-Facing Projects:
    • Develop and implement strategies for all client-facing projects, ensuring alignment with overall business goals and objectives.
    • Oversee project execution, ensuring timely delivery, within scope, and within budget.
  • Data-Driven Decision Making:
    • Utilize insights from the Client Insights team and Lead Data Analyst to make informed decisions that enhance the client journey.
    • Continuously analyze data to identify trends, opportunities, and areas for improvement.
  • Client Requirements & Actionable Changes:
    • Deeply understand client needs and translate them into actionable changes across all customer service functions.
  • Cross-Functional Collaboration:
    • Partner with Marketing, Tech, and Creative teams to develop and execute initiatives that enhance the client experience.
  • Client Insights Management:
    • Lead the day-to-day management of the Client Insights function, ensuring accurate and timely reporting.
  • Product Implementation:
    • Oversee the seamless and effective integration of new products into the client portfolio.

Key Performance Indicators:

  • Churn Rate:
    • Deliver improvements to the budgeted churn forecast, reducing client turnover and enhancing client retention.
  • Customer Satisfaction (CSAT) & Net Promoter Score (NPS):
    • Continuously monitor and improve key customer satisfaction metrics.
  • Additional Revenue:
    • Exceed additional revenue targets for Customer Service through upselling, cross-selling, and other revenue-generating initiatives.


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