Global Customer Experience Manager

6 days ago


London, Greater London, United Kingdom Exclaimer Full time
Job Description

We are seeking a highly experienced Global Customer Experience Manager to join our team. This is a challenging opportunity for a professional who can lead and manage a global technical support team, ensuring exceptional customer service and contributing to the overall success of the organisation.

Key Responsibilities:

  • Strategic Planning and Leadership: Develop short/medium/long term strategy for the Support team, considering regional nuances and experience/views of all team members.
  • People and Performance Management: Provide strong leadership, set goals, track metrics, provide feedback, develop training programs, and drive employee engagement and morale.
  • Operational Performance and Process Improvement: Identify opportunities to improve operational efficiency, reduce costs, and increase productivity.
  • Customer Experience: Enhance the overall customer experience, manage the escalation process, oversee incident management, and conduct quality assurance audits.

Requirements:

  • A minimum of 5 years' experience in a technical support role.
  • Strong leadership and management skills.
  • Excellent communication and problem-solving skills.
  • Experience with Salesforce CRM and Zendesk is an advantage.

Salary: £80,000 - £100,000 per annum, depending on experience.

Benefits:

  • A comprehensive benefits package, including healthcare, life insurance, and contributory retirement savings plan.
  • Ongoing training and development opportunities.


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