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Customer Experience Director
2 months ago
Marmion is seeking a seasoned professional to lead our customer success team as the Head of Customer Success and Growth. As a key member of our senior management team, you will be responsible for overseeing and optimizing the day-to-day aspects of our customer success operations, ensuring that all customers receive top-tier, value-based service and support.
Key Responsibilities:
- Manage resources effectively, including staffing levels, training, and technology tools to optimize operational performance and ensure the team is fully equipped with the skills to provide exceptional customer service.
- Monitor performance and provide regular feedback and coaching to ensure continuous improvement.
- Develop and implement efficient operational and customer success processes to maximize productivity and achieve business targets.
- Analyze customer feedback and data to identify opportunities for improvements and make recommendations to the Senior Leadership Team.
- Develop and implement customer retention strategies with the aim of building long-term value-based relationships.
- Collaborate with sales and marketing to develop client acquisition strategies to attract and engage new prospective customers.
- Continuously develop your professional knowledge and keep up to date with industry trends, thereafter, implementing new ideas to improve the customer journey.
Requirements:
- Customer success experience within a B2C contact center environment, preferably within the home services sector.
- Exceptional leadership skills, with a track record of developing high-performing teams.
- Excellent communication and interpersonal skills with an ability to influence and guide a range of internal and external stakeholders.
- Demonstrable experience of process improvement and performance management.
- A strategic thinker with a hands-on approach to developing and implementing new strategies.
- Strong analytical and problem-solving skills, with an ability to interpret data and develop actionable insights into the customer experience journey.
- Highly IT literate, with strong knowledge of CRM software and customer service tools.
- Sound commercial awareness.
- A proactive and customer-focused approach to delivering outstanding service and inspiring customer loyalty.
- Committed to continuous professional and self-development.
- UK resident with an unrestricted right to work in the UK.
About Marmion:
Marmion is a dynamic start-up with the aim of revolutionizing home services through its 24/7 app, designed to cater to all home-related needs. Whether it's emergency repairs, expert advice on home improvements, or routine maintenance, we are dedicated to ensuring that homeowners receive professional and reliable services at any time of the day or night. Our vision is to become the go-to home service provider, where every homeowner not only loves our service but also recommends it to friends and family, establishing us as the top choice for home concierge services.
