Customer Experience Manager
1 month ago
At easyJet holidays, we're looking for a seasoned Customer Experience Manager to join our team. As a key member of our Customer & Operations Team, you'll be responsible for delivering exceptional customer experiences across our social media and post-travel customer service channels.
Key Responsibilities:
- Lead a team of Customer and Social Resolution Executives to resolve customer queries, complaints, and claims in a timely and customer-centric manner.
- Develop and implement engaging onboarding and upskilling training modules to enhance team performance and quality assurance.
- Collaborate with our outsourced contact centre vendors to ensure seamless operations and compliance with ABTA guidelines.
- Drive a data-led approach to customer support, leveraging CSAT data to inform decision-making and improve reporting.
- Partner with product teams to enhance customer self-serve and employee tooling, resulting in improved customer and employee experiences.
- Represent the voice of the customer across easyJet holidays, ensuring projects and decisions consider customer impact.
Requirements:
- Proven experience in customer service, with a track record of managing operational teams and driving performance.
- Commercial mindset, with the ability to balance customer experience against business requirements.
- Effective communicator, with outstanding written and oral presentation skills.
- Previous experience with Salesforce and fluency in French and/or German is an advantage.
Location and Hours:
This full-time role will be based in Luton, with a 40-hour workweek and flexible working arrangements, including two days of remote work per week.
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