Customer Experience Manager

Customer Experience Manager

12 Months FTC

About Our Client

Page Group are delighted to be partnering with a market leading brand within the retail & manufacturing space, who are now looking for a Customer Experience Manager to join them on a 12 Months FTC.

This role will have a strong emphasis and focus on driving process improvement across the Customer Service function, along with the wider business.

Job Description

1. Transforming the customer service function through the implementation of strong process and procedures to embed efficiency, standards and consistency.
2. Provide well known B2B customers with a world class level of service that is demonstrated throughout all communications.
3. Provide the CS Team with direct leadership and management to ensure performance metrics are delivered.
4. Identify opportunities for process improvement via process mapping, data analysis and understanding responsibilities across the business.
5. Collaborate with key stakeholders across the business to ensure they're aware of how proposed changes can positively impact the business.
6. Create a culture of continuous improvement across the wider business.
7. Create and implement strategies around Customer Satisfaction, Customer Loyalty and retention.
8. Drive customer satisfaction & NPS Score using all available tools to improve performance.
9. Act as the primary point for all high level customer escalations.
10. Work closely with other departments to create a cohesive approach to customer experience.
11. Act as the voice of the customer within the organisation, advocating for their needs and feedback within product development and company strategy.

The Successful Applicant

1. Proven experience in a similar role.
2. Process and continuous improvement experience.
3. Proven record of driving customer satisfaction & customer retention.
4. Proficient with Microsoft and CRM packages.
5. Strong leadership qualities.

What's on Offer

This is an exciting opportunity to join a leading national brand in the role of Customer Experience Manager on a 12 months FTC.

Based on site in Barnoldswick (Near Colne & Burnley), working hours are 08:30 to 17:00 Monday to Friday.

The role offers a salary of £50,000 - £55,000 depending on experience.