Customer Experience Director

3 days ago


Evesham, Worcestershire, United Kingdom Karndean Designflooring UK Full time

We are seeking a seasoned Customer Experience Director to lead our customer sales teams and ensure seamless customer experiences across all stages and touchpoints in our customers' journey.

This senior management role is accountable for creating, managing, and executing the customer experience strategy and priorities of the company, driving higher customer satisfaction, Net Promoter Score (NPS), customer retention, and new business growth.

  • Team Leadership: Lead, mentor, and motivate a team of customer service advisors who also handle customer sales orders, ensuring excellent customer service.
  • Customer Experience Strategy: Develop and implement the overall customer experience strategy, collaborating with cross-functional teams to ensure a unified approach.
  • Sales Order Management: Oversee the accurate and timely processing of customer sales orders, ensuring compliance with company policies and procedures.
  • Data and Analytics: Establish and roll out the company's customer experience roadmap, leveraging technology, data, and analytics to provide a 360-degree view of the customer experience.

Salary: We offer a competitive salary of £60,000 - £80,000 per annum, depending on experience.

Benefits: Our comprehensive benefits package includes employee discounts, health cash plans, private healthcare, 24 days holiday, enhanced pension scheme, car allowance, enhanced maternity and paternity benefits, enhanced sick pay, learning and development opportunities, paid volunteering day, and an enhanced bonus scheme.

Location: This role is based in Evesham, Worcestershire, UK.



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