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Customer Experience Manager

2 months ago

Aberdeen, Aberdeen City, United Kingdom Sword Group Full time
Job Title: Customer Experience Manager

Sword Group is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. Our passion for using technology to solve business problems drives us to work in partnership with our clients to help them 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 be responsible for ensuring the experience and service our customers receive retains long-standing engagements, delivers operational success and excellence, demonstrates continual improvement, maximises current and future revenue opportunities, identifies growth, and provides opportunities for staff working at the customers to deliver and achieve their best.

Key Responsibilities
  • Manage 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.
  • 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 gained service delivery or account management experience, preferably within the IT services or software industry, and have a track record in meeting and exceeding targets. Operational Service Delivery and People Management experience is also essential. Experience of management of budgets, continual service improvement and associated planning and execution of CSIPs is required. Ability to develop and execute customer experience plans and service reports is also necessary. Minimum ITIL V3 Foundation qualified, ideally V4 Foundation. Degree/Management Qualification or equivalent experience is required.

What We Offer

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

  • Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
  • Flexible working: Flexible work arrangements to support your work-life balance.
  • A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more.

We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.