Customer Experience Manager (CX)

CX Manager / Customer Experience Manager

Ecommerce Retail

£50,000 - £60,000 + Package

Liverpool, Hybrid (3 days in 2 WFH/ Remote)

The story of this brand is something to be admired; they have secured a leading place in this diverse market to become a nationally recognised brand name with the most loyal customers.

Growth continues to stay on the agenda with new investment plans and product lines, as subsequent growth in headcount including this key strategic hire for a Customer Experience / CX Manager.

The focus of this role is to maintain a best-in-class customer experience. Acting as the voice of the customer, you will drive all customer improvements providing this seamless and memorable experience, driving a customer-centric culture and improving the multi-channel customer experience.

Key role responsibilities:

1. As the voice of the customer, you’ll lead on customer behaviours and an improved end-to-end customer experience, understanding what changes to drive in order to achieve this best-in-class model.
2. Managing full Customer Lifecycle; develop and execute strategies to engage customers throughout their lifecycle, from acquisition to retention and advocacy.
3. Gaining customer feedback to deliver impactful insight to marketing and operational teams; great stakeholder management.
4. Manage the CX measurement programme and reporting, keeping up to date with industry trends and best practices in CX management.
5. Sharing best practices across teams and championing opportunities to improve the customer experience.
6. An understanding of customer loyalty and retention will be helpful; identifying key metrics to use around buyers' behaviours and how they can improve repeat custom.
7. Oversee the collection, analysis, and manipulation of customer data to enhance effective marketing campaigns and onsite customer experience.

What I’m looking for:

1. Ideally 4+ years experience in a Customer Experience/ CX role; retail experience is preferred.
2. Ability to bring the customer experience to life through impactful storytelling, tailored to various audience levels.
3. Innovative and comfortable in pushing ideas, as well as happy and willing to implement them.
4. Comfortable working with large data sets and able to drive insight from these large sets.
5. Experience working with external Customer Experience/ CX providers.
6. Proficient with Google Analytics, Excel, and PowerPoint.
7. Understanding of other reporting tools.