Customer Experience Manager

Customer Experience Manager

• Leeds
• £35,000 - £40,000
• Full-time, Office-based
• 25 days holiday + 8 bank hol
• Private Health Care
• Career development
• Many more fantastic benefits

Elevation Recruitment Group, Business Support Division are working with a leading and highly desirable organisation based in Leeds. This business is committed to delivering exceptional Customer Experiences and fostering a culture of innovation and excellence. As a Customer Experience Manager, you will play a pivotal role in ensuring that customers receive the highest level of service and satisfaction, while enjoying excellent perks and opportunities for professional growth within this esteemed organisation.

Key Responsibilities:

• Develop and implement strategies to enhance overall Customer Experience, retention, and loyalty
• Lead and mentor a team of Customer Experience representatives, providing guidance and support to ensure consistent delivery of exceptional service
• Analyse customer feedback, identify areas for improvement, and streamline processes to maximise efficiency and effectiveness
• Utilise data analytics and customer insights to identify trends, anticipate needs, and proactively address customer concerns
• Develop training programs and resources to equip staff with the skills and knowledge needed to improve product knowledge and deliver outstanding Customer Experiences
• Serve as a champion for the customer within the organisation, advocating for their needs and driving initiatives to exceed expectations
• Continuously monitor and evaluate Customer Experience metrics, identifying opportunities for improvement and implementing corrective actions as necessary

Qualifications and Experience:

• A team player with an energetic attitude
• Strong leadership skills with demonstrated experience in leading and developing high-performing teams
• Experience establishing KPI’s
• Exceptional communication and interpersonal skills, with the ability to build rapport and relationships at all levels
• Strategic thinker with the ability to translate insights into actionable initiatives
• Experience working in a fast-paced environment with a focus on delivering results
• Knowledge of Customer Experience best practices and industry trends
• Proficiency in CRM systems and other relevant software applications