AddressSenior Customer Experience Manager
Victoria, London
We are seeking an experienced and dynamic Senior Customer Experience Manager to lead and enhance our Customer support operations. The ideal candidate will have a proven track record of successfully managing customer service teams, implementing effective strategies, and driving exceptional Customer Experiences. The Senior Customer Experience Manager will play a crucial role in shaping and executing Customer Experience initiatives, fostering a customer-centric culture, and ensuring the overall satisfaction and loyalty of our customers.
Responsibilities
- Lead, mentor, and inspire a high-performing customer service team.
- Set clear expectations, define goals, and provide ongoing coaching and feedback.
- Foster a collaborative and positive team culture that prioritises customer satisfaction.
- Develop and implement strategic plans to improve overall customer service operations.
- Analyse customer service trends and recommend innovative solutions for continuous improvement.
- Collaborate with cross-functional teams to align customer service initiatives with overall business goals.
- Streamline and optimise Customer Experience processes to enhance efficiency and effectiveness.
- Align and partner with the Customer Experience Team Leader to implement new processes and inspire cross-department collaboration.
- Identify areas for automation and implement technological solutions to improve service delivery.
- Define, monitor and analyse KPIs to measure and improve operational performance.
- Work closely with the Customer Experience Director to best implement improvements to the Customer Experience.
- Champion a customer-centric mindset across the organisation.
- Collaborate with other departments to implement initiatives that enhance the overall Customer Experience and drive a seamless and refined Customer Experience.
- Resolve escalated customer issues and ensure timely and satisfactory resolution.
- Implement training programs to enhance the skills and knowledge of the customer service team.
- Keep the team informed about product updates, industry trends, and customer service best practices.
- Conduct regular performance reviews and development plans for team members.
- Utilise data analytics to gain insights into customer behaviour and preferences.
- Generate regular reports on customer service metrics and use data to drive decision-making.
- Provide actionable insights to leadership based on customer feedback and performance metrics.
Qualifications
- At lease 5 years experience in a senior-level customer service management role.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Strategic thinking and problem-solving abilities.
- In-depth knowledge of customer service principles and practices.
- Experience with CRM systems and customer service software (eg. Zendesk).
- Analytical mindset with the ability to interpret data and make informed decisions.
- Proficient in Excel, Google Analytics and Looker a plus.
If you are a results-driven leader with a passion for customer satisfaction and a track record of successfully managing customer service teams, we invite you to apply for this exciting opportunity. Join our team and contribute to creating an exceptional Customer Experience!
