Customer Experience Manager

3 weeks ago


London, Greater London, United Kingdom Vodafone Full time

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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