Customer Experience Manager
3 weeks ago
Location: Farnborough or Bristol
About the Role:
We are seeking a highly skilled Customer Experience Manager to join our team. As a key member of our service management community, you will be responsible for delivering world-class secure solutions to our enterprise clients.
Responsibilities:
- Drive continuous service improvement and development to increase customer satisfaction and Net Promoter Scores (NPS).
- Be accountable for maintaining an industry-leading end-to-end service experience for aligned customers.
- Accountable for delivery of customer's contractual service deliverables, including service levels, reporting, etc.
- Driving the performance of operational teams to support in-life service delivery to customers.
- Owning the relationship with key customer stakeholders for in-life service.
- Maintain close engagement with associated sales and operations teams.
Requirements:
- Strong influencing and negotiation skills to drive continual service improvement and resolve issues.
- Ability to carry out trend analysis of key data metrics to identify and address service performance issues.
- Able to work under minimal supervision, as well as handle difficult and sensitive situations by making sound and independent judgments against competing deadlines.
- Experience in supporting and driving internal/external customer meetings.
- Capable of managing escalations both internally and externally where service has not met expectations.
Salary: Excellent basic salary plus bonus and Vodafone benefits. Estimated salary: £60,000 - £80,000 per annum.
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