Customer Experience Manager
3 weeks ago
Contract Type
: PermanentSalary Package: Competitive plus car allowance/company car large company benefits, a broad flexible benefits scheme, and paid-for volunteering days a year
Hours: am – pm Monday – Friday. We also offer the opportunity to benefit from a Core Hours arrangement (role-specific), providing flexibility around your personal needs Interview Process: -stage processWhy SCC?
An inclusive workplace Excellent package: solid basic and company benefits Hybrid working & core hours in line with role requirements Career development and life-long learning opportunities Opportunity to join Europe's largest privately-owned IT Company Role purpose:The Customer Experience Manager is our focal point for all things Customer sentiment and Continual Service Improvement. They own and develop the mechanisms by which we gather our Customer Experience Indicators – such as NPS and CSAT – and convert that feedback into actionable activities aimed at improving the way our customers feel about working with us, supporting retention and growth activities.
Working closely with the wider Customer Success Team, they will identify recurring challenges with the delivery of our Services to our customers and ensure the teams delivering those services – be they internal or external – are equipped with the feedback they need to drive their own Improvement activities, and then track those activities to completion, all the time ensuring the feedback loop back to our customers is effective. Key responsibilities: Ensure we have the appropriate metrics and measures in place to effectively capture and report-on the way our customers feel about our services, and to convert that data into actionable insights. Drive maximum adoption of initiatives aimed at improving the Customer Experience – these could be your own, or ones that you’ve identified by working with other teams within SCC. Ensure the Customer Success team are equipped to promote these initiatives – for example, by coordinating the production of marketing material or by developing incentives that reward effective adoption. Track and report on the effectiveness of these initiatives through both a Customer and SCC-efficiency lens, as appropriate Co-ordinate CSI activities across internal and external teams, such that we are clear on the expected benefits and timescales, and that we are de-duplicating any effort and prioritising delivery appropriately. Produce effective Management Information which illustrates progress against delivery and outcomes, utilising the Customer Experience indicators you have at your disposal, escalating any slippage accordingly. You will ensure that our customers know that their voice has been heard, and that feedback has been given when they have either raised a concern or an idea. Produce internal and external communications, using tools such as Evie and LinkedIn to ensure that we are promoting the great work we have done to improve Customer Experience, and to seek further feedback as appropriate. Co-ordinate events, such as Customer Forums or focus-groups, that supplement our more transactional measures, and provide us with the opportunity to seek feedback on recent initiatives whilst providing thought-leadership around the Customer Experience agenda.Skills and experience: Previous experience as a successful account manager or service delivery manager, with a proven track record of working in a customer facing role. Experience working with, and managing, stakeholders and customers. Detail-oriented and organised Able to work independently, autonomously and take initiative Excellent interpersonal, written and verbal communication skills. Not scared to pick up the phone and have a conversation About You
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