Customer Experience Manager (Hybrid working)

Are you a dynamic Customer Experience Manager looking for a fabulous new opportunity with a global company?

Are you someone who is always looking for ways to improve? Do you have a growth mindset that empowers you to reach new heights? If so, we want you to be an integral part of the team!

Hybrid working with flexi-time - lunchtime finish on Fridays!

The Head of Customer Experience is responsible for elevating and maintaining an exceptional Customer Experience across all touchpoints in the organisation. This role involves a strategic oversight of the customer service team, a relentless focus on improving internal processes to enhance customer satisfaction and acting as a staunch advocate for customer needs within the company. The goal is to develop a customer-centric culture that drives business growth through exceptional service and fosters long-term loyalty.

Your main accountabilities will be:

• Set targets and plans aligned with company goals, ensuring staff have the necessary tools and development to achieve high performance.
• Assist with order prioritisation and customer service actions to optimise order execution.
• Develop strategies to improve customer satisfaction and loyalty, analysing customer feedback and market trends.
• Lead the transformation of customer touchpoints and champion the voice of the customer within the organisation.

What you will need to succeed:

• Ability to inspire and motivate teams, with a strong orientation towards customer service.
• Track record of enhancing customer service processes using process improvement methodologies.
• Capable of analysing data to understand trends and make data-driven decisions.
• Minimum of a Bachelor’s degree in Business Administration, Marketing, or a related field with significant experience in customer service or Customer Experience roles.