Customer Experience Manager

Customer Experience Manager

Woking, Surrey

£40,000 per annum + benefits

Permanent position

A multi-faceted, well-established, and successful manufacturing organisation based in Woking, are currently looking for an experienced Customer Experience Manager to join their business.

The Customer Experience Manager is a key role, dedicated to ensuring unparalleled customer service and journey.

Working closely with the team of Customer Experience Executives, you are responsible for overseeing the entirety of the company’s Customer Experience. This role revolves around the needs of our customers, periodically mapping and evaluating every customer touchpoint, and driving improvement.

Leading the team, you will be championing a culture where customers are at the heart of every interaction. You will set the standard for customer responses, quotation turnaround, and order processing. Instilling an entrepreneurial mindset in the team where every opportunity is taken to over-achieve.

With a strong commitment to customer-first thinking, this role drives a specification-winning approach, translating every interaction into an opportunity for success. Fostering continuous improvement, and championing customer advocacy, the Customer Experience Manager plays a pivotal role in upholding the commitment to the customer journey at every step.

This role requires a proactive, customer-focused leader adept at fostering a culture of excellence and continuous improvement in delivering World-Class customer service.

Responsibilities include:

Team Management and Support:

• Through hands on working, set the standard for the team in its day-to-day operations.
• Act as a product expert, advising and guiding customers in their choices
• Managing the Customer Experience team and reception function
• Providing coaching and tailored training to foster an entrepreneurial culture of continuous improvement and excellence within the team
• Act as the point of escalation for complex customer interactions.
• Represent the voice of the customer in internal company meetings
• Collaborate across departments—marketing, sales, technical and planning - to exceed customer expectations.

Customer Journey Oversight:

• Regularly map and evaluate the customer journey to maintain an exceptional Customer Experience at each stage
• Deliver an ongoing programme of customer focused, continuous improvement for systems and processes
• Make every touchpoint an opportunity to exceed the expectations of the customer and company

Performance Evaluation and KPI Management:

• Create and implement a strategy for gathering customer feedback - to evaluate performance, prioritise and implement improvements
• Produce management reports on customer metrics and KPI performance

Requirements include:

• Previous experience in managing customer service / Customer Experience operations is essential
• Experience of managing a team is essential
• The ability to develop and implement customer service strategies, focusing on continuous improvement is a key requirement
• Strong analytical skills, to assess performance based on customer feedback
• Core customer service skills centred around order processing, quotation creation, enquiry handling, call and email management
• The capacity to coach and develop the skills of the team to maintain the culture of improvement and customer-centric excellence
• Strong Maths and English to a minimum of GCSE level is also required

Benefits package includes:

• A structured onboarding and induction programme, including on the job training and support, tailored to your role and department
• A supportive atmosphere where everyone is encouraged to reach their full potential through ongoing training and development opportunities
• Flexitime working with core hours of 9.30am - 4.30pm (Monday to Thursday) and 9.00am – 1.00pm (on a Friday). The office is open from 7:30am to welcome early starters and closes at 6.00pm Monday to Thursday and from 7:30am to 4.00pm on Fridays.
• Subject to you working your contracted hours and your department being adequately covered, staff can finish from 1.00pm on a Friday.
• Enhanced holiday allowance of 26 days + 8 bank holidays, totalling 34 per year with the option to carry over up to 5 untaken days into the following year.
• Team Assistance Scheme: including a 24-hour helpline to support with wellbeing, legal information, medical information and consumer issues.
• Free on-site parking
• Free social events

This Customer Experience Manager role is crucial in refining the Company’s Customer Experience, overseeing a talented team, and nurturing a culture where every interaction is an opportunity for excellence. If you have a proven track record in customer service management and championing the customer's voice, then please apply with your up-to-date CV.