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Form of workGerrard White is currently seeking an experience Customer Experience Manager Consultant to join a market leading business within the telematics sector. Due to business growth, this role will play a key role in transforming. shaping and executing the Customer Experience strategy You will have proven experience helping organisations to deliver exceptional customer service whilst continuously improving and innovating the overall customer journey - managing initiatives that enhance customer satisfaction, retention, and loyalty.
Key tasks:
Develop and implement a comprehensive Customer Experience strategy aligned with company goalsContinuously assess and improve customer touchpoints throughout the entire customer lifecycleEncourage a culture of continuous improvement and innovation.Establish and monitor key performance indicators (KPIs) to track the effectiveness of Customer Experience initiatives through customer feedback and regularly report on progress to senior management.Implementing tools, technologies, and processes to streamline customer interactions and improve efficiency while maintaining a high level of service.Support the Head of Sales in implementing and monitoring a Customer Success plan for key account managers.Skills/Experience
Proven experience in a Customer Experience management helping organisations define customer strategy.Transformational change experience.Exceptional communication and interpersonal skills, with the ability to collaborate with various teams and levels of the organization.Analytical mindset with the ability to interpret data, generate insights, and make data-driven decisions to enhance the Customer Experience.Experience in implementing and managing Customer Experience technologies and tools (CRM systems, feedback platforms, etc.).A customer-centric approach with a keen understanding of customer needs and behaviours.This role will be for a six month contract period Outside IR35 and will be based on the customer site in Tunbridge Wells, Kent
