Customer Success Strategist

7 days ago

Leeds, Leeds, United Kingdom Marmion Full time £50,000 - £60,000

About the Role:

Marmion is seeking a seasoned Customer Success Strategist to join our senior management team as Head of Customer Experience. As a key member of our leadership team, you will be responsible for overseeing and optimizing the day-to-day aspects of our customer success team, ensuring that all customers receive top-tier, value-based service and support.

Key Responsibilities:

  • Develop and implement customer success strategies to drive customer satisfaction, retention, and growth.
  • Lead, manage, and mentor a team of customer success professionals to ensure they are 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 improvement and make recommendations to the Senior Leadership Team.
  • Collaborate with sales and marketing to develop client acquisition strategies to attract and engage new prospective customers.

Requirements:

  • Customer Success experience within a B2C contact center environment, preferably within the home services sector.
  • Demonstrable experience of process improvement and performance management.
  • 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.

About Marmion:

Marmion is a dynamic start-up revolutionizing home services through its 24/7 app, designed to cater to all home-related needs. 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.

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