Customer Experience Manager

7 days ago

Caerphilly, United Kingdom Platform Resourcing Full time

We are seeking a Customer Experience Manager to partner with a Manufacturing and Distribution Business in Caerphilly. The ideal candidate will have experience in developing and implementing service standards and procedures with customer experience teams.


Key Aspects of the Role

  • Develop, implement, and maintain service standards and procedures with the customer experience teams.
  • Manage a team of 7 Customer Care Advisors and 5 Internal Account Consultants, ensuring effective leadership and management skills.
  • Collaborate with the Head of Sales to establish and implement service standards within customer experience teams.
  • Attend regular meetings with the Head of Sales, providing support on commercial reporting, budget evolution, strategy development, and forecasting.
  • Engage with key internal stakeholders, ensuring alignment across departments.
  • Support Business Development Managers and Key Account Managers with customer visits as needed.
  • Provide mentorship, coaching, and succession planning to nurture talent and build a positive team spirit.
  • Maintain and strengthen customer relationships, focusing on improving response and delivery times.
  • Lead continuous improvement initiatives through the Quality Management System, ensuring customer experience procedures and documentation are up-to-date.
  • Measure and report on customer satisfaction, implementing quality and process improvements as necessary.
  • Ensure adherence to departmental procedures and processes, resolving escalated service issues and customer complaints effectively.
  • Conduct regular performance appraisals and one-on-one meetings, identifying areas for team improvement through the Performance Management Process.
  • Develop and maintain effective communication channels within the team, holding regular team meetings to motivate and drive performance.
  • Prepare and present reports to senior management, providing insights into team performance and business outcomes.
  • Deliver on departmental KPIs, including budgeted sales revenues, and manage CRM systems to optimize cost-to-serve.
  • Oversee team KPI management and ensure timely and effective communication with customers, colleagues, and other departments.

Requirements and Qualifications

  • Exceptional interpersonal skills with a strong focus on customer experience excellence.
  • Extensive knowledge of service delivery standards, ensuring high-quality outcomes.
  • Proven leadership abilities, with experience in mentoring and coaching teams to inspire motivation and maintain a positive team spirit.
  • Strong capability in establishing and maintaining team endorsement as the Customer Experience Manager.
  • Solid business acumen and commercial expertise developed from a background in sales and commercial roles.
  • Demonstrated ability to build and manage sales budgets, forecasts, and strategic plans that drive growth, achieve revenue targets, and support Sales and Operations Planning.

If you are interested in this role, please send your CV online immediately.

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