Customer Experience Manager

Job Description

We are seeking a Customer Experience Manager to join our dynamic team in Nottingham. The ideal candidate will be adept at enhancing customer satisfaction and loyalty through effective management of customer-focused initiatives. This role involves developing strategies to improve customer interactions and ensuring that the team meets the highest standards of service.

Responsibilities

• Create and oversee customer journey maps to identify pain points and opportunities.
• Engage with customers through feedback loops to enhance service delivery.
• Maintain a customer-centric approach in all business operations.
• Conduct training sessions for staff on customer engagement strategies.
• Monitor industry trends to keep our customer experience practices competitive.
• Prepare reports for senior management on customer experience metrics and improvements.
• Seek innovative solutions to improve customer interactions.
• Advocate for the voice of the customer in product and service development.

Requirements

Education

• Bachelor's degree in Marketing or relevant field
• Master's degree in Business Administration is preferred

Experience

• 4+ years of experience in customer service or experience management roles

Technical Skills

• Customer Journey Mapping
• Market Research

Soft Skills

• Analytical Thinking
• Team Collaboration

Certifications

• Certified Customer Experience Professional (CCXP)

Languages

• English: Fluent

Advantageous

• Knowledge of digital marketing strategies: Understanding of how digital marketing can enhance customer experiences.
• Experience in project management: Skilled in managing projects to improve customer satisfaction.

Benefits

• Attractive salary and benefits
• Access to health and wellness programs
• Continuous personal and professional development
• Hybrid working options available

Company Culture

• Diversity and Inclusion: We celebrate diversity and promote inclusivity within our workplace.
• Continuous Improvement: We encourage continuous improvement within our teams to achieve excellence.
• Employee Wellbeing: Supporting the wellbeing of our employees is critical to our success.