Customer Experience Manager

2 months ago

Oxford, Oxfordshire, United Kingdom Oxford University Press Full time

About the Role

In this position, you will be responsible for delivering exceptional customer support and driving customer satisfaction within the Law Practitioner sector. This role involves providing specialist post-sales support to customers, identifying opportunities to improve their experience and understanding of our products and services.

Key Responsibilities:

  • Develop and maintain long-term customer relationships
  • Drive customer value and retention
  • Facilitate customer satisfaction and engagement
  • Proactively contact nominated customers to understand their needs and preferences
  • Systematically capture customer feedback and market trends to inform product development and improvement
  • Develop in-depth knowledge of our products and services, as well as the Law Practitioner sector
  • Identify opportunities to upsell and cross-sell our products and services
  • Collaborate with internal stakeholders to ensure seamless customer support and experience

About You

We are seeking a proactive and customer-focused individual with strong communication skills and experience in customer-facing roles. You should be able to work autonomously, while also being a team player. Your ability to empathize with customers and provide solutions to their problems will be essential in this role.

Requirements:

  • Strong organizational and presentation skills
  • Proven empathy and communication skills
  • Experience in relationship/account management
  • Self-driven and results-oriented
  • Ability to triage and resolve technical issues

Benefits:

We offer a comprehensive benefits package, including 25 days' holiday that rises with service, plus bank holidays and Christmas closure. We also provide a 35-hour working week and are open to discussing flexibility in respect to working patterns. Our employee networks and societies offer a range of opportunities for personal and professional development.

We contribute to your pension up to 12% and offer loans and savings schemes through our partnership with Salary Finance. We also provide travel to work schemes and access to a wide range of local discounts.

This role comes with a discretionary annual bonus.

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