Head of Customer Experience

4 days ago

Northampton, Northamptonshire, United Kingdom Crest Recruitment Full time

Job Title: Head of Customer Experience

Job Summary:

Crest Recruitment is seeking an experienced Customer Care professional to lead our Customer Experience team. As Head of Customer Experience, you will be responsible for providing leadership and direction to the team, ensuring excellent customer satisfaction, and driving business growth.

Key Responsibilities:

  • Lead and manage the Customer Experience team, providing guidance and support to ensure excellent customer satisfaction.
  • Develop and implement customer-centric strategies to drive business growth and improve customer engagement.
  • Collaborate with cross-functional teams to ensure seamless customer experience across all touchpoints.
  • Monitor and analyze customer feedback and data to identify areas for improvement and implement changes.
  • Develop and maintain relationships with key stakeholders, including customers, suppliers, and partners.
  • Ensure compliance with company policies, procedures, and regulatory requirements.
  • Provide coaching, training, and development opportunities to team members to enhance their skills and knowledge.

Requirements:

  • Proven experience in customer care or a related field, with a strong track record of delivering excellent customer satisfaction.
  • Excellent leadership and management skills, with the ability to motivate and inspire a team.
  • Strong communication and interpersonal skills, with the ability to build and maintain relationships with customers, stakeholders, and team members.
  • Ability to analyze data and feedback to identify areas for improvement and implement changes.
  • Knowledge of customer experience principles and practices, including customer journey mapping and service design.
  • Ability to work in a fast-paced environment, prioritizing tasks and managing multiple projects simultaneously.
  • Strong problem-solving and analytical skills, with the ability to think critically and make informed decisions.

What We Offer:

  • A competitive salary and benefits package.
  • Opportunities for professional growth and development.
  • A dynamic and supportive work environment.
  • The chance to work with a leading recruitment agency and make a real impact on our customers' lives.

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