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Director of Customer Experience
2 months ago
At Bis Henderson Recruitment, we are seeking an experienced professional to lead our Customer Service and Account Management teams. As Head of Account Management, you will be responsible for driving growth and delivering high-quality service to our clients.
Key Responsibilities:- Direct line management and motivation of the Customer Service and Account Management teams to meet engagement and key business targets
- Establish a positive and forward-thinking team culture that attracts and retains talent
- Manage the team to deliver a consistently high-quality service
- Oversee the day-to-day running of the Customer Service Team
- Ownership - Point of escalation for all customer issues and complaints to reach resolution in line with policy
- 'Know your numbers' - Achieve growth and sales targets by budgeting and implementing a clear path to success
- Establish great working practices with key stakeholders at all levels across the business to contribute to the strategy
- Promote and encourage long-lasting customer relationships through effective customer engagement analysis
- Information - Identify and measure customer satisfaction targets for monthly KPI reporting
- Planning - Understand current and future customer needs to contribute to the approach to change and modernisation
- Collaboration - Work with other areas of the business to establish and integrated teams approach
- Ideas - Contribute to wider business projects as part of the Senior Leadership Team
- Experience within a Customer Service Management or Sales Manager position
- Clear track record of target achievement in previous positions
- Previous working knowledge of CRM systems is a plus
We are an equal opportunities employer and welcome applications from all qualified candidates. If you are a motivated and experienced professional looking for a new challenge, please submit your application.
