Customer Experience Manager, London

Role Overview

• Responsible for implementing a best-in-class

Customer Experience within the Grainger
operational teams.

• Responsibility to develop insight capabilities

to monitor, analyse and report on all customer
feedback across all channels and touchpoints
within Grainger.

• Measure and evaluate customer behaviors and

sentiments and develop and implement a
roadmap of Customer Experience goals

Desired Skills & Experience

• Demonstrated commitment to customer

service, business improvement and operates
to Grainger values.

• Strong leadership skills

• Solid customer orientation, core

understanding of the customer lifecycle and
customer needs and how customer insight
and customer strategy drives experience.

• Breadth of functional experience across

customer journey mapping and customer
experience

• Solid experience and understanding of CRM

practices and solutions.

• Outstanding interpersonal and written and

verbal communication skills including

• Empathetic change enabler who thrives on

encouraging collaboration and maximising
every opportunity.

• Strong analytical and computer literacy skills

Responsibilities will include but are not limited
to:

• Act as the internal lead/focus for the customer

experience process and data ownership to drive
engaging, efficient, and effective CX.

• Develop insights and analytics from various

feedback sources on customer behaviour,
satisfaction, loyalty, and advocacy.

• Own the annual customer satisfaction survey

process, measuring and tracking the impact of
initiatives using key customer metrics (NPS,
retention, etc.).

• Conduct customer insight and root cause

analytics to identify companywide pain points and
facilitate the development and delivery of
customer-centred improvements.

• Develop and manage customer surveys,

feedback programs, and other tools to collect
customer insights (building on what we already
have).

• Proactively identify and build business cases for

new opportunities to enhance processes and
improve Customer Experience, loyalty, and
advocacy.

• Lead technology projects impacting customer

experience, implementing CX technology
solutions and automation through the
MyGrainger App

• Collaborate closely with Data and Technology,

Marketing, Research, and Operational teams to
integrate CX with business objectives.

Customer
Experience Manager
London

Job Title
Customer Experience Manager

Industry
Real Estate

Employment Type
Permanent

Salary and Package
Competitive salary and benefits

About Grainger

• These are exciting times for Grainger plc, an

award-winning FTSE250 property company.
As the UK’s largest listed residential landlord,
we are leading the way in the UK private rented
sector and build-to-rent sector. Over the next
five years our business will double in size, from
a £3.2bn portfolio of c.9,650 rental homes in
operation today, we are adding c.6,800 homes
through our £1.8bn development pipeline.

• We operate in one of the most exciting and

newest property markets in the UK, the
emerging build-to-rent sector. We build high
quality homes for rent. Our buildings are
serviced by our amazing Resident Services
Teams, which come complete with additional
amenities including lounge, gym and co-
working space – creating a vibrant community
for our residents.

• With over 4.5m UK households renting, mostly

from small private landlords, the UK rental
market landscape is changing, demand is
increasing, and the number of professional,
large-scale build-to-rent landlords is rising,
raising standards for renters and putting
Grainger front and centre in this growth market.

• Grainger’s business model is fully integrated –

we invest in land and new residential
developments, we design and develop homes,
and we operate them. This means we offer a
wide range of opportunities for people looking
to further their career in an industry leading
business.

• We are a socially positive business that puts

people at the heart. We are changing the way
people rent in the UK by providing high quality
homes and great service, all at mid-market
prices. We are building homes where people
want to live, creating spaces residents enjoy
and making a positive impact on local
communities.

• Grainger’s core purpose is ‘Renting homes

and Enriching lives’, backed by four values:

o Every Home Matters
o People at the Heart
o Leading the Way
o Exceeding Expectations.

• We are also a leader in sustainability and ESG

and a FTSE4Good business and have
committed to the World Green Building
Council’s Net Zero Carbon Buildings
Commitment. We are committed to supporting
and increasing diversity throughout the
business and the wider industry and to making
a positive social impact locally, and we
encourage our colleagues to support in the
implementation of our community
programmes.

• Grainger has an active colleague-led Diversity

and Inclusion Network, which is open to
everyone, and provides a forum for raising
awareness and promoting inclusion and
engagement across the whole business. We
also work in partnership with our industry to
promote diversity in the real estate sector,
through initiatives including Real Estate
Balance and the British Property Federation’s
Diversity and Inclusion Champions Network.

For further information

• To apply for this role, please send your CV and

Covering Letter to hr@graingerplc.co.uk