Strategic Customer Experience Lead
6 days ago
Job Description
We are seeking a Senior Customer Experience Manager to oversee the end-to-end customer journey for a subset of our clients, striving for a best-in-class service provision. This role involves leading a team responsible for building exceptional relationships with strategic accounts, while delivering service excellence.
Key Responsibilities:
- Responsible for the end-to-end service delivery journey for our strategic business accounts.
- Lead a team that proactively assesses, clarifies, and validates customer needs on an ongoing basis, while delivering to a clear set of objectives.
- Work closely with various internal stakeholders to ensure both industry regulatory requirements and service delivery targets are met.
- Act as a key support to our debt colleagues in assisting debt recovery.
- Develop existing as well as support the introduction of new services through effective internal and external communication.
- Work with third parties to ensure both internal service and targets set by third-party and governing bodies are met.
- Work closely with Legal, Compliance, and Finance to manage internal and external audit actions.
- Lead effective recruitment strategy across the business unit.
- Successfully lead/coach a team through the Business team development programme, working to promote the model.
- Work with the leadership team in Growth & Customer Experience to deliver a market-leading B2B proposition and customer experience.
- Deliver against Cost to Serve business plan.
- Adhere to Ecotricity governance, collaborating with business leads.
- Provide support in internal/external escalations.
Requirements:
- Extensive experience in leadership.
- Experience in managing customer relationships at a senior level.
- Good computer literacy, including Microsoft Office Packages.
- Able to assess and interpret data and identify opportunities.
- Strong communication with the ability to communicate to a senior level of stakeholder, both internally and externally.
- High level of numeracy and problem-solving ability.
- Excellent written and verbal communication skills.
- Ability to set clear agendas and control external meetings with clients.
- Excellent time management and personal organisational skills.
- Ability to think strategically and contribute to the overall B2B plan.
- Strong networking, both externally and internally.
- Self-driven and results-orientated.
- Ability to work under pressure and manage multiple deadlines.
- Strong commercial acumen skills.
- Negotiating and Project Management and Leadership skills.
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