Customer Experience Manager
3 weeks ago
About the Role:
As a key member of the depot senior management team, you will be responsible for effective management and control of all relevant office staff and processes. This includes leading Customer Service and Admin teams in delivering day-to-day office processes, ensuring standard office procedures are applied efficiently, and developing staff through appraisals and training.
Key Responsibilities:
- Lead CX activities in line with overall business processes and procedures to ensure targets and objectives are delivered consistently.
- Work with strategic direction to lead and implement a customer experience improvement plan.
- Define and measure long-term success through customer engagement and retention.
- Grow relationships with clients to include ongoing communication and maintaining a close dialogue about their priorities.
- Develop the team and their CX and commercial knowledge and performance.
About You:
- You will have previous experience in a management role, preferably in a Customer Services or Office Management environment.
- You will have strong people management and leadership skills, with a proactive approach and ability to motivate staff to deliver objectives.
- You will have good commercial acumen, developing and maximising within a profit-driven environment.
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