Customer Experience Manager

4 weeks ago


Liverpool, Liverpool, United Kingdom Matalan Full time
About the Role

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.
Requirements
  • 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.
What We Offer
  • 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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