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
At the RSC we embrace flexibility and offer hybrid working, which means our teams come together when they need to collaborate.
Although this role is contractually based at our 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?
The Royal Society of Chemistry 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 our knowledge of the expectations and behaviours of our customers, identifying opportunities where we can improve and develop our strategy. Your focus on top level customer journeys will be used to enhance our customer personas, which influence wider marketing plans and campaigns. In a senior position, you will influence and interact with colleagues across business.
The Royal Society of Chemistry is a global organisation and professional body for chemical scientists. Our not-for-profit organisation is made up of over 600 staff working around the globe, and our purpose is to help the chemical science community make the world a better place. For over 180 years, we have promoted and celebrated chemistry and the people working with it.
What we 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 we will be conducting interviews regularly.
About the RSC
The Royal Society of Chemistry (RSC) 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, we 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 we have promoted, supported, and celebrated chemistry. We work to shape the future of the chemical sciences – for the benefit of science and humanity.
Benefits
At the Royal Society of Chemistry, we promote a healthy work/life balance and flexible working options across the organisation. We 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 our Work For Us website to learn more about us, our benefits, equal opportunities statement and inclusive culture pledge.
At the RSC, we recognise the benefits of a diverse workforce and welcome applicants from a range of backgrounds to apply. We particularly encourage applications from disabled and ethnic minority candidates.
As a part of the Disability Confident Scheme, we 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.
We are committed to making our recruitment processes accessible to all and as part of this, we are flexible in the ways we 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
REF-(Apply online only)