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Service Excellence Director

1 month ago

Blackburn, Blackburn with Darwen, United Kingdom HipHopTune Media Full time
About the Role

HipHopTune Media is seeking a seasoned customer service expert to lead our customer service team as a Customer Relationship Management Executive. As a critical member of our team, you will be responsible for delivering exceptional customer experiences, driving growth, and optimizing operational efficiency.


Key Responsibilities
  • Customer Service Leadership: Directly manage and motivate the customer service team to provide outstanding support and develop loyalty programs.
  • Customer Experience Enhancement: Drive initiatives to enhance customer experience, create engaged customers, and foster organic growth through innovative solutions and strategic partnerships.
  • Operational Optimization: Analyze and optimize operational processes to ensure seamless customer interactions, efficient resource allocation, and effective issue resolution.
  • Service Standard Development: Collaborate with cross-functional teams to establish and maintain high-quality service standards, policies, and procedures.
  • Performance Metric Management: Monitor and report on KPIs to track progress, identify areas for improvement, and drive business results.

Requirements and Qualifications
  • Proven Experience: Minimum 3 years of experience in customer service leadership or management roles.
  • CRM Software Proficiency: Proficient in using CRM software and other relevant tools to manage customer interactions and relationships.
  • Analytical Skills: Strong analytical skills to interpret data, identify trends, and make informed decisions to enhance customer experience.
  • Strategic Thinking: Proven ability to develop and implement strategic plans that drive business growth, improve customer satisfaction, and increase revenue.

Estimated Salary: $130,000 - $160,000 per year