Head of Customer Experience Lead

4 weeks ago

Chandler's Ford, United Kingdom Draper Tools Full time

Job Title: Head of Customer Experience

About the Role:

We are seeking an experienced and skilled Head of Customer Experience to lead our internal sales and customer services team. As a key member of our team, you will be responsible for inspiring, leading, managing, and motivating the team to provide world-class service to our customers and achieve sales growth.

Key Responsibilities:

  • Effectively monitor performance against key performance indicators and sales targets.
  • Look continuously at trends, contact drivers, and make recommendations to improve the customer experience and efficiency of the team.
  • Identify opportunities for maximising sales whilst building and maintaining excellent relationships with our customers.
  • Ensure that the team deal with requests and complaints are dealt with in a timely manner and that the commercial impact is minimised.
  • Develop, implement, and maintain business continuity processes to ensure that our customers, brand, and sales are always protected.

Requirements:

  • Experience of working as a similar managerial role in both sales and customer service.
  • Previously worked within a business with 'World Class' customer service.
  • Able to communicate well and build excellent relationships across the business.
  • Strategic, can think 'outside of the box' and implement at plan.
  • Able to set a clear set of goals and KPIs and monitor performance.
  • Proven experience of inspiring, developing, and motivating a happy team.
  • Positive, flexible, and driven.
  • Good IT skills.

About Us:

Draper Tools is a family business with a rich history, a strong, supportive 'family culture', and a passion for continuous improvement. We believe everyone can make a difference, we value opinions, we embrace new ideas, and take a collaborative and proactive approach to change.

We promote a friendly, positive, and inclusive team culture. If you are interested in this position, please click the link to apply.

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