Customer Experience Manager

3 weeks ago

Manchester, United Kingdom The Learning Experience #395 Full time
Job Title: Community and Customer Experience Executive

We are seeking a highly skilled and experienced Community and Customer Experience Executive to join our team at The Learning Experience #395. This is an exciting opportunity to lead and elevate our client-facing projects, shaping the client journey and ensuring that every touchpoint aligns with our mission of delivering exceptional customer experiences.

Key Responsibilities:
  • Strategize and Manage Client-Facing Projects: Develop and implement strategies for all client-facing projects, ensuring alignment with overall business goals and objectives. Oversee project execution, ensuring timely delivery, within scope, and within budget.
  • Data-Driven Decision Making: Utilize insights from the Client Insights team and Lead Data Analyst to make informed decisions that enhance the client journey. Continuously analyze data to identify trends, opportunities, and areas for improvement.
  • Client Requirements and Actionable Changes: Deeply understand client needs and translate them into actionable changes across all customer service functions.
  • Cross-Functional Collaboration: Partner with Marketing, Tech, and Creative teams to develop and execute initiatives that enhance the client experience.
  • Client Insights Management: Lead the day-to-day management of the Client Insights function, ensuring accurate and timely reporting.
  • Product Implementation: Oversee the seamless and effective integration of new products into the client portfolio.
Key Performance Indicators:
  • Churn Rate: Deliver improvements to the budgeted churn forecast, reducing client turnover and enhancing client retention.
  • Customer Satisfaction (CSAT) & Net Promoter Score (NPS): Continuously monitor and improve key customer satisfaction metrics.
  • Additional Revenue: Exceed additional revenue targets for Customer Service through upselling, cross-selling, and other revenue-generating initiatives.

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