Head of Customer Experience Lead

2 weeks ago

Chandler's Ford, United Kingdom Draper Tools Full time
{"title": "Head of Customer Experience", "content": "

Job Summary

Draper Tools is seeking a highly skilled and experienced professional to lead our internal sales and customer services team as Head of Customer Experience.

The successful candidate will be responsible for inspiring, leading, managing, and motivating the team to provide world-class service to our customers and achieve sales growth.

Key Responsibilities

  • Effectively monitor performance against key performance indicators and sales targets.
  • Look continuously at trends, contact drivers, and make recommendations to improve the customer experience and efficiency of the team.
  • Identify opportunities for maximising sales whilst building and maintaining excellent relationships with our customers.
  • Ensure that the team deal with requests and complaints are dealt with in a timely manner and that the commercial impact is minimised.
  • Develop, implement, and maintain business continuity processes to ensure that our customers, brand, and sales are always protected.

Requirements

  • Experience of working as a similar managerial role in both sales and customer service.
  • Previously worked within a business with 'World Class' customer service.
  • Able to communicate well and build excellent relationships across the business.
  • Strategic, can think 'outside of the box' and implement at plan.
  • Able to set a clear set of goals and KPIs and monitor performance.
  • Proven experience of inspiring, developing, and motivating a happy team.
  • Positive, flexible, and driven.
  • Good IT skills.

About Us

Draper Tools is a family business with a rich history, a strong, supportive 'family culture' and a passion for continuous improvement. We believe everyone can make a difference, we value opinions, we embrace new ideas and take a collaborative and proactive approach to change.

We promote a friendly, positive, and inclusive team culture and offer a range of benefits to our employees, including full-time hours, holidays, pension scheme, private health scheme, staff discount on Draper products, long service bonus, ad-hoc rewards and recognition, day off for your birthday, cycle to work scheme, and employee discount scheme.

Apply now by clicking the link to our Applicant Tracking System where you will be able to submit your application.

", "lang_code": "en-US"}

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