Customer Experience Manager

1 week ago

Birmingham, Birmingham, United Kingdom SCC Full time
About the Role

We are seeking a highly skilled Customer Experience Manager to join our team at SCC. As our focal point for all things Customer sentiment and Continual Service Improvement, you will own and develop the mechanisms by which we gather our Customer Experience Indicators – such as NPS and CSAT – and convert that feedback into actionable activities aimed at improving the way our customers feel about working with us, supporting retention and growth activities.

Key Responsibilities
  • Develop and implement metrics and measures to effectively capture and report-on the way our customers feel about our services, and to convert that data into actionable insights.
  • Drive maximum adoption of initiatives aimed at improving the Customer Experience, ensuring the Customer Success team are equipped to promote these initiatives and track their effectiveness.
  • Coordinate CSI activities across internal and external teams, producing effective Management Information to illustrate progress against delivery and outcomes.
  • Ensure our customers know that their voice has been heard, and that feedback has been given when they have either raised a concern or an idea.
Requirements
  • Previous experience as a successful account manager or service delivery manager, with a proven track record of working in a customer-facing role.
  • Experience working with, and managing, stakeholders and customers.
  • Detail-oriented and organised, with excellent interpersonal, written and verbal communication skills.
About SCC

SCC is a leading provider of IT services, committed to delivering exceptional customer experiences. We offer a dynamic and inclusive work environment, with opportunities for career development and growth.

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