Customer Experience Director

3 weeks ago

Manchester, United Kingdom PHMG Full time

Job Summary:

PHMG is seeking a seasoned professional to lead the development and implementation of client-facing projects. As a key member of our team, you will be responsible for shaping the client journey and ensuring that every touchpoint aligns with our mission of delivering exceptional customer experiences.

Key Responsibilities:

  • Strategic Project Management: Develop and implement strategies for all client-facing projects, ensuring alignment with overall business goals and objectives. Oversee project execution, ensuring timely delivery, within scope, and within budget.
  • Data-Driven Decision Making: Utilize insights from our Client Insights team and Lead Data Analyst to make informed decisions that enhance the client journey. Continuously analyze data to identify trends, opportunities, and areas for improvement.
  • Client Requirements and Actionable Changes: Deeply understand client needs and translate them into actionable changes across all customer service functions. Work closely with teams to ensure these changes are effectively implemented and meet client expectations.
  • Cross-Functional Collaboration: Partner with Marketing, Tech, and Creative teams to develop and execute initiatives that enhance the client experience. Ensure a consistent and cohesive client experience across all channels and touchpoints.
  • Client Insights Management: Lead the day-to-day management of the Client Insights function, ensuring accurate and timely reporting. Use insights to inform strategic decisions and continuously improve the client journey.
  • Product Implementation: Oversee the seamless and effective integration of new products into the client portfolio. Ensure new products meet client expectations and contribute positively to the overall client experience.

Key Performance Indicators:

  • Churn Rate: Deliver improvements to the budgeted churn forecast, reducing client turnover and enhancing client retention.
  • Customer Satisfaction (CSAT) & Net Promoter Score (NPS): Continuously monitor and improve key customer satisfaction metrics. Drive initiatives that increase CSAT and NPS, ensuring high levels of client satisfaction and loyalty.
  • Additional Revenue: Exceed additional revenue targets for Customer Service through upselling, cross-selling, and other revenue-generating initiatives.

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