Customer Experience Manager

As a Customer Experience Manager, you will be at the forefront of ensuring our clients receive top-notch service. You will lead a team dedicated to improving the customer journey and enhancing satisfaction levels. Your expertise in customer service and ability to analyse feedback will drive initiatives that shape our service offerings.

Category: Customer Service and Support - Customer Experience Management
Full Time

• £45,000 - £55,000 / Year

Closing Date: 2025-02-05
Location: London

• Establish and maintain effective communication channels with customers.
• Implement strategies to resolve customer complaints and increase satisfaction.
• Create and maintain a knowledge base for frequently asked customer questions.
• Monitor and assess service delivery against key performance indicators (KPIs).
• Lead initiatives to enhance customer loyalty and retention.
• Train and support staff in delivering top-notch customer service.
• Conduct market research to understand customer expectations and trends.
• Represent the voice of the customer in company meetings and discussions.
• Manage the budget for customer service operations.

• Bachelor's degree in Business Administration or related field
• Master's degree is advantageous
• Customer Relationship Management (CRM) Expert in CRM systems to manage customer interactions.
• Data Analysis Advanced skills in analysing customer data for insights.
• Project Management Experienced in managing projects to improve service quality.
• Leadership Strong leadership skills to manage a diverse team.
• Communication Excellent verbal and written communication skills.
• Conflict Resolution Proficient in resolving conflicts and managing difficult situations.
• Certified Customer Experience Professional (CCEP)
• Project Management Professional (PMP)
• English (Fluent)

• Experience leading teams in a fast-paced environment: Proven track record in leading customer service teams in high-demand situations.
• Familiarity with Agile methodologies: Experience applying Agile practices to improve service delivery.

• Attractive salary package with annual bonuses
• Extensive training and development budget
• Generous holiday allowance including bank holidays
• Health and wellness programs

• Growth Opportunities: Our company supports personal and professional growth through various training programs and career advancement opportunities.
• Work-Life Balance: We understand the importance of work-life balance and promote a flexible working environment.
• Customer-Centric Mindset: At our core, we believe in putting the customer first. Every team member works towards delivering exceptional customer experiences.

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