Customer Experience Manager

Location: Cambridge or Remote Location
Contract Type: Temporary, 12 months contract
Job Types: Full-time,
Salary: £47,472 - £52,746 Position Type Temporary Full-Time
Our client embraces flexibility and offer hybrid working, which means their teams come together when they need to collaborate.
Although this role is contractually based at their Cambridge office, you will be able to work from home within the UK, with the expectation that you will attend the office as needed for your role.
The role
Can you see yourself developing a deep understanding of customer needs and experiences?
Our client is looking for an insightful and engaging Customer Experience Manager to join the team at an exciting period of development.
As a Customer Experience Manager, you will be responsible for progressing their knowledge of the expectations and behaviours of their customers, identifying opportunities where they can improve and develop their strategy. Your focus on top level customer journeys will be used to enhance their customer personas, which influence wider marketing plans and campaigns. In a senior position, you will influence and interact with colleagues across business.
Our client is a global organisation and professional body for chemical scientists. Their not-for-profit organisation is made up of over 600 staff working around the globe, and their purpose is to help the chemical science community make the world a better place. For over 180 years, they have promoted and celebrated chemistry and the people working with it.
What they are looking for:
•          a good honours degree in a scientific or numerate discipline
•          experience of either STM publishing, acquisition, scientific consultancy, science education or policy
•          strong leadership and management skills, with a commercial mind-set
•          excellent communication and collaboration skills, and feels comfortable working with multiple teams and external contacts
•          the willingness to work independently or as part of a team
•          outstanding numerical and analytical skills, and potentially, data-modelling experience or a passion for uncovering insight from raw data
•          knowledge of qualitative and quantitative research methods, and possibly a market research qualification
•          the ability to interpret and summarise key trends from market and scientific information, and produce written reports
•          excellent organisational and time-management skills, with the ability to work under pressure and meet deadlines
•          experience of creating a customer journey map and implementing metrics
•          experience of implementing and managing Customer Experience technologies, like online surveys or hotjar feedback platforms
•          knowledge or experience of Google Analytics
You can download the full job description here. If you are interested in this role, please apply now. This role is advertised with an open end date and they will be conducting interviews regularly.
About our client
Our client is the world’s leading chemistry community, advancing excellence in the chemical sciences. The UK’s professional body for chemical scientists with over 53,000 members worldwide, they are a £50m-turnover not-for-profit organisation with 600 staff operating around the world and an award-winning global knowledge business. For 175 years they have promoted, supported, and celebrated chemistry. They work to shape the future of the chemical sciences – for the benefit of science and humanity.
Benefits
Our client promotes a healthy work/life balance and flexible working options across the organisation. They offer a comprehensive benefits package to all employees including:
•          26 days paid holiday per annum
•          35-hour working week with flexible options
•          Enhanced parental leave
•          Paid volunteering days
•          Pension plan with up to 12% employer contributions (depending upon your contribution)
•          Life assurance at four times basic annual salary
If you are interested in this role, please apply before the end of the closing date. When applying, you will need to provide an up-to-date CV and a supporting statement (no more than 500 words) indicating how your skills/ expertise match the competencies outlined in the Job Description.
Visit their Work For Us website to learn more about them, their benefits, equal opportunities statement and inclusive culture pledge.
At our client, they recognise the benefits of a diverse workforce and welcome applicants from a range of backgrounds to apply. They particularly encourage applications from disabled and ethnic minority candidates.
As a part of the Disability Confident Scheme, they endeavour, where possible, to offer an interview to candidates meeting the essential criteria of the role, who has a substantial physical/mental impairment which impacts their ability to carry out day-to-day tasks.
They are committed to making their recruitment processes accessible to all and as part of this, they are flexible in the ways they give and receive information. If you would like to apply using a different format, please contact the Recruitment Team.
You may also have experience in the following: Customer Service Executive, Customer Services, Advisor Support Team Member, Customer Service Manager, Customer Experience Executive, Customer Development, Science degree, Market research, Market research Management, Customer Analysis etc
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