Customer Experience Manager

Purpose of Position

As our CX Manager, you’ll oversee and improve all aspects of the customer journey, ensuring satisfaction and loyalty throughout the customer lifecycle. Specifically, your responsibilities will include:

1. Project Lead:

Lead and oversee CX-related cross-functional projects from initiation to completion, ensuring they align with the company's overall strategic objectives.

2. Workstreams' Alignment and Engagement:

Foster alignment and engagement across various workstreams to ensure a cohesive approach towards delivering exceptional Customer Experiences.

3. Unified Commerce and Customer Centric Culture Advocacy:

Champion a customer-centric culture across all touchpoints and channels, driving a unified and seamless experience for our customers.

4. Voice of the Customer:

Act as the voice of the customer within the organization, representing their needs, preferences, and feedback in decision-making processes. Conduct and oversee customer research and customer closeness programs

Key Responsibilities:

1. Customer Centricity Guardianship within and across all CX Workstreams:

• Ensure that customer-centric principles are integrated into every facet of CX workstreams, guiding teams towards prioritizing customer satisfaction and loyalty
• Actively advocate for customer-centricity by embedding customer needs, preferences, and feedback into the decision-making processes of each workstream.
• Provide guidance and training to project teams on best practices for maintaining a customer-centric focus throughout project lifecycles.
• Conduct regular reviews to ensure that project activities align with the overarching goal of delivering exceptional Customer Experiences.
• Ensuring consistent and positive customer interactions across all touchpoints
• Establish a systems whereby new projects and prioritisation decisions are considering customer value and benefit delivery.

2. Collecting and Acting on Customer Insights:

• Implement a systematic approach to gather customer insights through surveys, feedback forms, social media, employee observations and other relevant channels. Engage others in the organization with proactive customer feedback collection and sharing.
• Deploy and utilize appropriate analytics tools to analyze and interpret customer data, distilling meaningful insights to inform decision-making.
• Translate insights into actionable recommendations, advocating for changes that will directly impact customer satisfaction and loyalty.
• Communicate key insights and action requirements in a convincing and engaging manner to decision makers.

3. Customer Journey Mapping and Management:

• Develop comprehensive customer journey maps that encompass customer touchpoints, emotions, moments of truth and resulting actions.
• Regularly review and update journey maps to reflect evolving customer expectations and market trends.
• Collaborate with relevant teams to ensure seamless transitions between touchpoints, minimizing friction and enhancing the overall experience. Encourage the use of journey maps in other teams and provide support and training.
• Provide recommendations for existing projects and new project planning based on journey mapping outcomes.

4. Cross-Functional Collaboration for Customer Value Creation:

• Facilitate workshops and cross-departmental meetings to ideate and implement initiatives that add value to the Customer Experience.
• Establish and nurture strong relationships with key stakeholders across departments, fostering a culture of collaboration and shared accountability for customer satisfaction.
• Manage cross-functional delivery for CX project with appropriate project plans, meetings, milestones and KPIs. Adjust co-depended workstreams if necessary.
• Flag stakeholder engagement issues and project plan deviations, together with resolutions options to the Head of CX.

5. CX Metrics and KPIs:

• Define and track key performance indicators (KPIs) suitable for luxury customers. This may include Customer Satisfaction Score (CSAT), Customer Effort Score (CES) and Employee Satisfaction Score (ESAT).
• Monitor Social Media Outlets for customer sentiment.
• Implement a dashboard or reporting system to provide visibility into CX metrics, enabling timely interventions and adjustments as needed.
• Conduct regular reviews of KPI data, identifying trends and areas for improvement, and sharing insights with relevant teams.

6. Workstreams’ Planning, Governance, Scope, Timelines, Risk, and Quality Management:

• Develop and maintain detailed project plans that outline specific milestones, ownership, deliverables, and dependencies for each workstream.
• Establish governance frameworks to monitor progress, manage scope, and address risks, ensuring projects remain on track and within budget.
• Implement quality assurance processes to uphold the highest standards of Customer Experience delivery.
• Support your line manager in the development and documentation of procedures.

7. Stakeholder Coordination:

• Act as a central point of contact for all stakeholders involved in CX-related projects, ensuring clear communication and alignment of objectives.
• Collaborate with various departments (e.g., Product, Retail, Marketing, IT, Merchandising) to create value-driven experiences that resonate with our customer base.
• Facilitate regular meetings to provide updates on project status, gather feedback, and address any concerns or questions.

8. Refinement and Adjustment of the Project if Necessary:

• Conduct periodic reviews to evaluate project performance against established KPIs and customer feedback.
• Proactively identify areas for improvement and lead efforts to adjust project strategies, tactics, or resource allocations as needed to enhance the Customer Experience.

Any other tasks as requested.

Skills and Experience Required:

• Bachelor’s degree in business administration, marketing, or related field (a master’s degree is preferred)
• Minimum 5 years of experience in Customer Experience management or related roles
• Proven track record of successfully leading CX projects and initiatives
• Certifications in Customer Experience management, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning
• Strong analytical skills and proficiency in CX-related tools and software
• Excellent communication, leadership, and stakeholder management abilities
• Familiarity with project management principles and practices
• Excellent communication skills - strong verbal and written interpersonal and communication skills, which are used to effectively interact with customers, collaborate with internal teams, and convey ideas and feedback
• Analytical skills
• Customer service skills - you are experienced in placing the customer at the centre of decision-making and continuously strive to exceed their expectations by staying on top of customer support and customer complaints, creating a powerful Customer Experience strategy
• Problem-solving skills - you can identify and address customer issues, resolve conflicts, and find creative solutions to pain points
• Leadership abilities - leadership qualities are essential to lead the Customer Experience team, driving consumer-centric initiatives, and influencing positive change within the organization
• Adaptability - you can proactively respond to evolving customer needs, industry trends, and shifting business dynamics
• Emotional intelligence - a high level of emotional intelligence enables you to navigate the emotions of both customers and team members, showing empathy when needed.

Our Commitment to Diversity, Equality and Inclusion:

Manolo Blahnik is an equal opportunity employer and are committed to preserving a caring, diverse and inclusive culture with people who feel a real sense of belonging. We recruit and reward based on capability and performance. By joining Manolo Blahnik, you will be part of our 50 to 500 Commitment to “be a force for good” which seeks to create a lasting legacy and positively contributing to its continued expansion and success balancing our impact on people and the planet. Our diverse and multicultural teams ignite our creativity, and we celebrate the differences that we collectively bring. We are committed to equal employment and progression opportunities and the elimination of any form of discrimination. We all hold a responsibility to recognise and respect our diversity and to support this in our words and actions.

If you need reasonable adjustments at any point in the application or interview process, please let us know.

Our Benefits:

• 4 pairs of Ambassador Shoes per year.
• 50% Friends and Family Discount.
• 25 days holiday with an additional day off for your birthday, plus bank holidays.
• Option to buy an additional 5 days holiday.
• Hybrid working model (core hours 10-4:00pm).
• Pension Contribution.
• Private Medical Insurance.
• 2 Executive Coaching Sessions per year.
• Enhanced Family Friendly Policy.
• Workplace Nursery – salary sacrifice based childcare scheme.
• Cycle to work scheme.
• Employment Engagement Calendar.