Customer Experience Lead

Job Description

We are seeking an enthusiastic Customer Experience Lead to join our Manchester team. Your primary role will be to enhance customer satisfaction and drive service improvements. You will collaborate closely with cross-functional teams to ensure our clients receive exceptional support.

Responsibilities

• Define and execute strategies to elevate customer experience.
• Collaborate with product teams to ensure customer feedback is integrated.
• Lead customer service team meetings to align on goals and updates.
• Develop and implement customer engagement initiatives.
• Analyze data trends to inform decision-making.
• Oversee customer service projects from conception through execution.
• Mentor and coach team members to promote professional development.
• Provide customer insights to the leadership team for strategic planning.

Requirements

Education

• Degree in Business or Customer Service Management
• Postgraduate qualification is a plus

Experience

• 5+ years in customer experience or service roles

Technical Skills

• Customer Feedback Tools
• Project Management Tools

Soft Skills

• Negotiation
• Emotional Intelligence

Certifications

• Certified Customer Engagement Professional
• Leadership and Management Certification

Languages

• English: Fluent

Advantageous

• Experience with customer surveys and feedback mechanisms: Proficient in designing surveys to gather customer insights.
• Knowledge of digital customer engagement tools: Experience with online tools to enhance customer interactions.

Benefits

• Health, dental, and vision insurance
• Generous pension scheme
• Work/life balance initiatives
• Paid volunteer days

Company Culture

• Respect and Inclusivity: We celebrate diversity and ensure every voice is heard, creating an inclusive workplace.
• Growth and Development: We invest in our team's professional growth, offering training and career advancement opportunities.
• Work-Life Balance: We support our employees in achieving a healthy work-life balance through flexible arrangements.