Customer Experience Manager

The Customer Experience Team Manager is responsible for delivering our customer proposition across the different customer types and journeys, translating this into a set of sales through service standards in conjunction with the Customer Experience teams, increasing the sales and profitability of the portfolio of accounts to exceed budget.

The Customer Experience Team Manager will drive the Customer Experience culture ensuring every customer intervention is focused on developing the transaction into a meaningful interaction.

Team Managers will actively coach, motivate and manage individuals within their respective teams and wider department, agreeing objectives and measures to deliver excellent return on investment.

The successful candidate will ensure SLA’s and KPI's are achieved in line with business objectives. Ensuring quality and productivity measures are effectively used and relevant by using forward thinking strategic measures to deliver upon company vision and goals. Able to analyse MI including putting effective plans in place to achieve performance measures.

Summary of Role Responsibilities:

• Supporting the delivery of Banner’s Customer Experience strategy within area of responsibility, ensuring Banner are effectively listening to customer feedback, and that the Customer Experience team and customers are kept informed of our plans to improve the service
• Supporting the delivery of Banner’s culture change programme by helping to raise the profile of the customer through the company, ensuring that the customers’ needs sit firmly at the heart of thinking and decision making
• Collaborate with the Head of Customer Experience to create and implement Customer Experience improvement plans and projects, focussing on known customer pain points
• Drive and embed the right set of metrics and targets in conjunction with the Head of Customer Experience to monitor performance and prioritise key areas of improvement with effective goal setting and development planning
• Assist in managing the Customer Experience governance structure provided clear instruction, coaching, training and guidance to area of responsibility
• Establish strong relationships with the Customer Experience team and stakeholders to improve engagement and attain support and buy in to improvement projects and plans
• Manage a team of Customer Experience specialists and sales support, with expertise in Customer Experience journeys and increasing the sales and profitability of the portfolio of accounts.
• Manage the sales activity within your team, for example growing Frameworks, ensuring an increase in the uptake of end users across the accounts which are allocated and increasing category sales.
• Manage the sales and GP target for the portfolio of accounts that will be allocated to the sales support team. Grow these sales and margin to exceed budget
• Manage the total performance of team members, assisting and guiding when necessary to improve and develop
• Ensure that sales support produce and work on business plans for all accounts
• Ensure retention of all live profitable accounts within the portfolio
• Motivate and inspire teams towards achieving aspirational goals and key Customer Experience measures
• Creating meaningful customer and colleague interventions and interactions that are aligned to the overall Customer Experience

Person Specification

QUALIFICATIONS/EXPERIENCE

• Successful track record in people and customer management
• Strong customer service skills, ability to engage with customers from different backgrounds and experiences
• Experience of working to tight deadlines, delivering change and performance outcomes
• Strong stakeholder management skills, with proven ability to build effective relationships and influence change at all levels
• Experience managing, coaching and motivating a team to deliver work to high standard to a deadline
• Excellent IT skills and ability/capability to use multiple customer systems and good proficiency with Microsoft office
• Good understanding of GDPR
• Excellent communication skills to provide clear and concise responses both written and verbal
• Customer Experience project planning/ programme management or business development

SKILLS/ ABILITIES

• Team player and active networker, able to build relationships quickly to help get things done
• A big thinker who can look outside of the box for solutions, while still able to stay aligned with the long-term plans and goals
• An expert planner with a disciplined approach in turning initiatives in to business as usual
• Resilient and focussed on getting things done in a changing environment

DISPOSITION

• Integrity
• Measured
• People focused
• Customer Experience focused
• Sales through service focused
• Flexible
• High level of organisational skills

DIVERSITY AND ANTI-DISCRIMINATION STATEMENT

It is our people that make us successful and so we are committed to making  evo an inclusive workplace.

We encourage a diverse culture, in which we value you for being you, and the excellent contributions you make to business, no matter your age, gender, disability, marital status, sexual orientation, race, nationality or religion. evo  expect their employees to respect one another and treat their colleagues, and others that they come into contact with, as they would wish to be treated themselves.

evo  are proud to be a ‘Disability Confident’ accredited employer. We have a strong CSR and ESG ethos which is reflected in our Company values and the work we do.

NOTE :  The responsibilities associated with this position are not limited to the above description and may be modified at any time by the Company.