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Head of Customer Experience and Operations

2 months ago

Greater Oxford, United Kingdom Crowcon Detection Instruments Ltd. Full time
About the Role

We are seeking a highly experienced and skilled professional to join our team as the Head of Customer Experience and Operations. This is a senior management position that will play a critical role in delivering exceptional customer experiences and driving business growth.

Key Responsibilities
  • Customer Experience Strategy
    • Develop and implement a comprehensive customer experience strategy that aligns with the company's overall business objectives.
    • Identify and prioritize customer pain points and develop solutions to address them.
  • Customer Service Operations
    • Oversee the development and implementation of customer service processes and procedures.
    • Manage and motivate a team of customer-facing staff to deliver exceptional customer experiences.
  • Customer Relationship Management
    • Develop and maintain strong relationships with customers to understand their needs and preferences.
    • Identify opportunities to upsell and cross-sell products and services to customers.
  • Process Improvement
    • Continuously monitor and evaluate customer service processes to identify areas for improvement.
    • Develop and implement process improvements to increase efficiency and effectiveness.
  • Reporting and Analysis
    • Develop and maintain reports to track customer service metrics and key performance indicators (KPIs).
    • Analyze data to identify trends and areas for improvement.
Requirements
  • Experience
    • 5+ years of experience in customer-facing management roles, preferably in a B2B environment.
  • Skills
    • Strong leadership and management skills.
    • Excellent communication and interpersonal skills.
    • Ability to analyze data and make informed decisions.
    • Experience with customer relationship management (CRM) systems.
  • Education
    • Bachelor's degree in Business Administration, Marketing, or a related field.
What We Offer
  • Competitive Salary and Benefits
    • A competitive salary and benefits package, including health insurance, retirement plan, and paid time off.
  • Opportunities for Growth and Development
    • Opportunities for professional growth and development, including training and education programs.
  • Collaborative and Dynamic Work Environment
    • A collaborative and dynamic work environment that values innovation and creativity.