Customer Experience Manager
4 weeks ago
We are seeking a highly skilled Customer Experience Manager to join our team at Matalan. As a key member of our customer experience team, you will play a critical role in driving a customer-centric culture and continuously improving the omnichannel customer experience.
Key Responsibilities- Gather real-time customer feedback through satisfaction surveys, video, and audio tools.
- Deliver commercially viable and actionable insights into operational teams through hands-on measurement and analysis of customer experience metrics and social listening.
- Monitor cross-functional improvement projects, share best practices across teams, and champion opportunities to improve the customer experience.
- Bring CX insight to life in innovative ways that help keep the customer top of mind.
- Bring online customer reviews into the wider CX programme for a holistic view of CX.
- Support internal customers across the store network and support hub in understanding and acting upon CX data and insight.
- Collaborate with teams across the business to ensure there is a unified approach to customer experience.
- Stay up-to-date with industry trends and best practice in CX management.
- Demonstrated experience in analyzing and synthesizing large data sets to extract key insights for informing business decision-making.
- Proficiency in working with external Customer Experience (CX) providers, preferably with experience in the Medallia platform.
- Advanced skills in Excel and PowerPoint.
- Ability to bring the customer experience to life through impactful storytelling, tailored to various audience levels.
- Higher education qualification in an operational, customer-centric, or analytical field.
- Competitive salary.
- 20% staff discount, increasing with length of service.
- Thrive Recognition Scheme.
- Wellbeing support provided by the Retail Trust.
- Life Assurance.
- Retail Rewards platform offering discounts for other retailers.
- Pension Scheme.
- Access to a wide range of career development opportunities.
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Customer Experience Manager
3 weeks ago
Liverpool, Liverpool, United Kingdom Matalan Full timeAbout the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at Matalan. As a key member of our customer experience team, you will play a critical role in driving a customer-centric culture and continuously improving the omnichannel customer experience.Key ResponsibilitiesGather real-time customer feedback through satisfaction...
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Customer Experience Manager
3 weeks ago
Liverpool, Liverpool, United Kingdom Matalan Full timeAbout the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at Matalan. As a key member of our customer experience team, you will play a critical role in driving a customer-centric culture and continuously improving the omnichannel customer experience.Key ResponsibilitiesGather real-time customer feedback through satisfaction...
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Customer Experience Manager
3 weeks ago
Liverpool, Liverpool, United Kingdom Matalan Full timeAbout the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at Matalan. As a key member of our customer experience team, you will play a critical role in driving a customer-centric culture and continuously improving the omnichannel customer experience.Key ResponsibilitiesGather real-time customer feedback through satisfaction...
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Customer Experience Manager
3 weeks ago
Liverpool, Liverpool, United Kingdom Matalan Full timeAbout the RoleWe are seeking a highly skilled Customer Experience Manager to join our team at Matalan. As a key member of our customer experience team, you will play a critical role in driving a customer-centric culture and continuously improving the omnichannel customer experience.Key ResponsibilitiesGather real-time customer feedback through satisfaction...
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Customer Experience Manager
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Customer Experience Manager
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Customer Experience Manager Position
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Customer Experience Specialist
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Customer Experience Specialist
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Customer Experience Director
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Customer Experience Director
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