Global Customer Experience Manager
6 days ago
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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