Head of Customer Experience

6 days ago

Oxford, Oxfordshire, United Kingdom Crowcon Detection Instruments Ltd. Full time
Job Description

Job Title: Head of Customer Experience

Company: Crowcon Detection Instruments Ltd.

Location: Didcot, UK (hybrid working environment)

Job Type: Full-time

Industry: Safety and Environmental Technologies

Job Description:

Job Summary:

We are seeking an experienced Head of Customer Experience to join our Operations department. As a senior 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.

Key Responsibilities:

  • Develop and implement customer service procedures, policies, and standards for the company
  • Work with branch offices to ensure standard operating procedures are rolled out across the global operation
  • Own the Customer Relationship Management System (CRM) and drive adoption across all sales and internal customer-facing teams globally
  • Continuously develop our internal ERP and CRM systems to maximise data and information to enable future growth through customer insight and procedural simplification
  • Work with sales and marketing to implement a customer insight program to define and execute appropriate customer engagement plans
  • Integrate digital technology to enable customers' real-time access to information through customer portals and web-based configurators
  • Develop a robust and appropriate customer experience measure to identify areas for improvement and receive customer feedback
  • Monitor and report performance to determine customer advocacy
  • 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 our account managers, to ensure they get the correct level of support
  • Extend the Crowcon customer experience standards out to our channel partners to demonstrate best in class
  • Define the Customer Experience departmental vision and clearly articulate the key performance indicators and objectives for each department and each team member
  • Identify and manage performance
  • Identify development plans for individuals through coaching, training, and e-learning
  • 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

Requirements:

  • 5 years of experience in customer-facing management roles 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
  • Creative, strategic thinker, able to translate strategies into delivering tangible results

What We Offer:

  • Generous company pension (up to 10% employer contribution)
  • Hybrid working environment
  • 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
  • Employee assistance programme
  • Learning and development opportunities
  • Free parking and subsidised EV charging points

Equal Opportunities:

Crowcon Detection Instruments Ltd. is an equal opportunities employer and welcomes applications from diverse backgrounds. We encourage you to apply if you're excited about this role, but you don't feel confident you have enough past experience to perfectly align with the job description.

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