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Customer Experience Manager

2 months ago

Aberdeen, Aberdeen City, United Kingdom Sword Group Full time
About the Role

Sword Group is a leading provider of business technology solutions, driving transformation change within the Energy, Public, and Finance Sectors. We leverage proven technology, specialist teams, and domain expertise to build solid technical foundations across platforms, data, and business applications. Our passion is using technology to solve business problems, working in partnership with clients to help achieve their goals.

Job Summary

We are seeking a Customer Experience Manager to manage all aspects of the customer experience between Sword Group and assigned customers. The successful candidate will ensure the experience and service received retains long-standing engagements, delivers operational success and excellence, demonstrates continual improvement, maximizes current and future revenue opportunities, identifies growth, and provides opportunities for staff working at the customers to deliver and achieve their best.

Key Responsibilities
  • Reporting to the Operations Lead, the Customer Experience Manager will be responsible for all operational delivery activities, including service performance, work allocation, resource planning, risk management, and line management of operational team leads in the services they manage.
  • Work with key personnel both within Sword Group and at the customer to ensure our operational service is aligned to the needs and goals, enabling a demonstrable partnership and collaborative relationship.
  • Maintain and where possible improve upon service performance and delivery targets, run the continual service improvement process, engage with regular reporting and resource management, ensuring relevant performance metrics are met and customer satisfaction is high.
  • Have regular engagement with customers and the appropriate stakeholders to gain a thorough understanding of the clients' business.
  • Develop CSIP (Continual Service Improvement Plans), Customer Experience Plans, and Service Reports as part of the delivery of services.
  • Maintain long-term customer relationships, developing into a trusted advisor and partner through high levels of customer engagement.
  • Manage the direct reports who are delivering services to the customers and support their development.
  • As part of the PDP process, set clear objectives and determine development opportunities.
Requirements

The ideal candidate will have:

  • Service delivery or account management experience, preferably within the IT services or software industry, with a track record in meeting and exceeding targets.
  • Operational Service Delivery and People Management experience.
  • Ability to Manage diverse teams.
  • Strong multi-level relationship builder.
  • Commercially focused, articulate, and possess the ability to think strategically.
  • Highly motivated, goal-oriented, and target-driven.
  • Experience of management of budgets.
  • Experience of continual service improvement and associated planning and execution of CSIPs.
  • Ability to develop and execute customer experience plans and service reports.
  • Excellent communication skills and able to build relationships across multiple levels.
  • Minimum ITIL V3 Foundation qualified, ideally V4 Foundation.
  • Degree/Management Qualification or equivalent experience.
What We Offer

Sword Group is dedicated to fostering a diverse and inclusive workplace and is proud to be an equal opportunities employer. We offer a comprehensive benefits package, including a competitive salary, personalized career development, flexible working, and a fantastic benefits package. We are committed to supporting our employees' growth and well-being, and we encourage applications from individuals who share our values and are passionate about delivering exceptional customer experiences.