Head of Customer Experience

2 days ago

Royal Tunbridge Wells, United Kingdom Bis Henderson Full time
Job Title: Head of Account Management

Join Bis Henderson Recruitment, a leading provider of recruitment, interim management, and consultancy services to the supply chain and logistics industry, as we seek an experienced professional to lead our Account Management team.

About the Role:

We are looking for a seasoned leader to manage and develop our Customer Service function and Account Management team. The successful candidate will be responsible for driving growth and sales targets, establishing a positive team culture, and delivering high-quality service to our customers.

Key Responsibilities:

  • Direct line management and motivation of the Customer Service and Account Management teams to meet engagement and key business targets
  • Establish a forward-thinking and energized team culture that attracts and retains talent
  • Manage the team to deliver a consistently high-quality service
  • Oversee the day-to-day running of the Customer Service Team
  • Ownership - Point of escalation for all customer issues and complaints to reach resolution in line with policy
  • 'Know your numbers' - Achieve growth and sales targets by budgeting and implementing a clear path to success
  • Establish great working practices with key stakeholders at all levels across the business to contribute to the strategy
  • Promote and encourage long-lasting customer relationships through effective customer engagement analysis
  • Information - Identify and measure customer satisfaction targets for monthly KPI reporting
  • Planning - Understand current and future customer needs to contribute to the approach to change and modernization
  • Collaboration - Work with other areas of the business to establish and integrated teams approach
  • Ideas - Contribute to wider business projects as part of the Senior Leadership Team

Requirements:

  • Experience within a Customer Service Management or Sales Manager position
  • Clear track record of target achievement in previous positions
  • Previous working knowledge of CRM systems is a plus

Company Information:

Bis Henderson Recruitment is a leading provider of recruitment, interim management, and consultancy services to the supply chain and logistics industry.

We are committed to protecting your data and will only process it for recruitment purposes. Please visit our website to read our Privacy Policy in full.

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