Customer Experience Manager

2 weeks ago

Haywards Heath, United Kingdom Travail Employment Group : Burgess Hill Full time

**Customer Experience Manager**

Haywards Heath, Monday to Friday, 9am - 5:30pm, £35,000 - £45,000, flexitime, private medical insurance, staff discount, 20 days holiday increasing with length of service up to a maximum of 24, charity day

**The Role**

An exciting opportunity has arisen for an experienced Customer Experience Manager to join our fabulous client, a highly successful, luxury, ecommerce retailer. Working as part of the Management team you be responsible for the management of the overarchingcustomer service experience from managing the two customer service executives to overseeing logistics providers and making suggestions as to how the customer experience can be improved.
- Day to day management of the Customer Service team
- Recruitment and training of team individuals
- Undertaking 1-2-1s and establishing personal development plans
- Overseeing processes, delegating work
- Being a point of escalation for the team, resolving complaints and authorising out of Ts&Cs solutions to retain top Trustpilot score
- Managing the Customer Experience strategy
- Overseeing relationships with 3PL warehouses ensuring they adhere to their SLAs
- Bring ideas to the table to explore ways to enhance the customer experience at all touch points
- Implement strategies to reduce refunds and increase retention and loyalty
- Managing the connection between customer experience and employee experience
- Consistently identify and implement improvements to operations that provide the best solutions for the team and the customers.

**The Person**

As Customer Experience Manager you will have a passion for customer satisfaction, you will genuinely care for customers and have a desire to find impactful solutions to support each customers' experience. You'll be a dynamic manager with experience leadingand developing teams. This role will suit someone who naturally strives for continuous improvement and finds joy in bringing new ideas to the table to ensure service to customers' is outstanding - not just good You will ideally have experience in a productbased, ecommerce environment.

**Package**

£35,000 - £45,000

Monday to Friday, 9am - 5:30pm,

flexitime,

private medical insurance,

staff discount,

20 days holiday increasing with length of service up to a maximum of 24,

charity day

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