Customer Experience Manager

4 weeks ago


Birmingham, Birmingham, United Kingdom SCC Full time
Role Purpose:

The Customer Experience Manager is responsible for gathering customer feedback and converting it into actionable activities to improve customer sentiment and retention.

Working closely with the Customer Success Team, they will identify recurring challenges with service delivery and ensure teams are equipped with feedback to drive improvement activities.

Key responsibilities include ensuring metrics and measures are in place to capture and report customer feedback, driving adoption of initiatives to improve customer experience, and coordinating CSI activities across internal and external teams.

The ideal candidate will have previous experience as a successful account manager or service delivery manager, with a proven track record of working in a customer-facing role.

They will be detail-oriented, organized, and able to work independently, with excellent interpersonal, written, and verbal communication skills.

Key Responsibilities:
  • Ensure metrics and measures are in place to capture and report customer feedback.
  • Drive adoption of initiatives to improve customer experience.
  • Coordinate CSI activities across internal and external teams.
Requirements:
  • Previous experience as a successful account manager or service delivery manager.
  • Proven track record of working in a customer-facing role.
  • Detail-oriented and organized.
  • Excellent interpersonal, written, and verbal communication skills.


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