Chief Customer Experience Officer

1 week ago


Hailsham, East Sussex, United Kingdom This is Alexander Faraday Recruitment Full time
Job Overview:
This is an exceptional opportunity for a seasoned professional to lead our customer service efforts and drive business growth as the Chief Customer Experience Officer. The successful candidate will oversee the development and implementation of strategies that foster strong relationships with clients, ensuring their satisfaction and loyalty. As part of our dynamic team at Alexander Faraday Recruitment, you will be responsible for analyzing customer support data, identifying trends, and making informed decisions to enhance our services.

Key Responsibilities:
  • Analyzing customer support data to discern patterns, anticipate customer needs, and identify areas for improvement.
  • Developing and implementing customer service strategies that align with the company's goals and promote customer satisfaction.
  • Continuously monitoring and evaluating processes, making necessary adjustments to enhance efficiency and effectiveness.
  • Cultivating a culture of continuous improvement by coaching and mentoring staff.
  • Establishing clear performance metrics and accountability standards to drive team performance.
  • Liaising with other departments to develop cohesive strategies enhancing overall customer satisfaction.
  • Handling complex customer complaints or inquiries personally and providing guidance on resolving similar issues.

Requirements:
The ideal candidate will possess 5+ years of experience in customer service management roles, preferably within an engineering manufacturing environment. They should have strong analytical skills, excellent leadership abilities, and a customer-oriented approach. Additionally, they should be proficient in customer service software, databases, CRM tools, and data analysis tools.

What We Offer:
A competitive salary range of £60,000 - £80,000 per annum.

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