Senior Customer Experience Manager

Senior Customer Experience Manager
Location: Liverpool City Centre (Hybrid)
Salary: £60,000 + Bonus Scheme (up to 10%) + Benefits

About the Role
We have an exciting new opportunity for a Senior Customer Experience Manager to lead and enhance the customer journey at every touchpoint within a growing and ambitious organisation. This role is pivotal in ensuring customers remain at the heart of everything we do, driving strategic initiatives and inspiring cross-functional collaboration to deliver a "best in class" experience. The role also encompasses leadership of the Customer Services department, ensuring excellence across customer relations and social media channels.

Key Responsibilities

1. Develop and implement a customer experience strategy focused on delivering excellence across all customer interactions.
2. Lead customer relations and social media teams to provide top-tier service and support.
3. Collaborate with internal teams to promote customer-centric thinking and practices.
4. Leverage data and best practices to drive innovation and continuous improvement.
5. Ensure robust strategies for planned and unplanned service disruptions, maintaining high satisfaction scores.
6. Represent the business in external forums and ensure regulatory compliance related to customer service.

About You
The ideal candidate will bring:

1. Proven experience in a senior customer experience role.
2. Strong strategic and tactical knowledge of improving customer service.
3. Exceptional communication and influencing skills to drive cross-departmental collaboration.
4. A track record of delivering change initiatives in a service-based environment.
5. An innovative mindset and familiarity with tools and technologies that enhance customer experience.

Key Behaviours and Values
You’ll embody values of being:

1. Genuine: Building trust and understanding the customer.
2. Professional: Solution-oriented and accountable.
3. Proactive: Embracing change and fostering innovation.
4. Inclusive: Promoting diversity and enabling teams to excel.

Benefits

1. Salary: £60,000 plus a bonus scheme of up to 10%.
2. Travel Perks: Free travel on services, plus a 75% discount on Rail for you and your dependants.
3. Leave Entitlement: 4 weeks + 4 days annual leave, increasing to 5 weeks + 1 day after 10 years of service. One day must be taken during the Christmas/New Year period.
4. Work Hours: A 35-hour work week (Monday to Friday), with occasional flexibility required for special events.
5. Additional Benefits: Payment for leave days is equivalent to 1 day’s standard pay.

Why Join?
This is a unique opportunity to take on a high-impact role within a forward-thinking company dedicated to delivering exceptional customer service. If you’re passionate about making a difference and leading transformative customer experience initiatives, we’d love to hear from you.