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Head of Customer Experience
2 months ago
Marmion is seeking a seasoned professional to lead our customer success team as the Head of Customer Experience. As a strategic leader, you will be responsible for overseeing the day-to-day aspects of the customer success team, ensuring that all customers receive top-tier, value-based service and support.
Key Responsibilities- Customer Success Strategy: Develop and implement customer success strategies to drive customer satisfaction, retention, and growth.
- Team Leadership: Lead, manage, and mentor a team of customer success professionals to ensure they have the skills and resources needed to provide exceptional customer service.
- Process Improvement: Analyze customer feedback and data to identify opportunities for process improvements and make recommendations to the Senior Leadership Team.
- Customer Retention: Develop and implement customer retention strategies to build long-term value-based relationships with customers.
- Collaboration: Collaborate with sales and marketing teams to develop client acquisition strategies to attract and engage new prospective customers.
- Customer Success Experience: Proven experience in customer success within a B2C contact centre environment, preferably within the home services sector.
- Leadership Skills: Exceptional leadership skills with a track record of developing high-performing teams.
- Communication Skills: Excellent communication and interpersonal skills with the ability to influence and guide a range of internal and external stakeholders.
- Process Improvement: Demonstrable experience of process improvement and performance management.
- Strategic Thinking: A strategic thinker with a hands-on approach to developing and implementing new strategies.
- Analytical Skills: Strong analytical and problem-solving skills with the ability to interpret data and develop actionable insights into the customer experience journey.
- IT Literacy: Highly IT literate with strong knowledge of CRM software and customer service tools.
- Commercial Awareness: Sound commercial awareness.
- Customer Focus: A proactive and customer-focused approach to delivering outstanding service and inspiring customer loyalty.
- UK Residency: UK resident with an unrestricted right to work in the UK.
