Customer Experience Manager

Job Description

We are seeking a dedicated Customer Experience Manager to join our Bristol team. This role is pivotal in driving customer satisfaction and building lasting relationships with our clients. The ideal candidate will possess a strong background in customer service management and a passion for delivering exceptional customer experiences.

Responsibilities

• Direct customer service protocols and team methodologies.
• Create impactful customer satisfaction surveys to inform service improvements.
• Establish communication channels for customer feedback.
• Implement tools and technologies to enhance the customer experience process.
• Work with management to align customer service goals with business objectives.
• Report on customer service performance and recommend change initiatives.

Requirements

Education

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

Experience

• 5+ years of experience in customer success or service management

Technical Skills

• Customer Experience Strategy
• Social Media Tools

Soft Skills

• Empathy
• Team Player

Certifications

• Customer Experience Certification (CXC)
• Project Management Professional (PMP)

Languages

• English: Fluent

Advantageous

• Knowledge of Customer Feedback Tools: Experience using tools like SurveyMonkey or Typeform to gather customer feedback.
• Proficient in Data Analysis Tools: Familiarity with Tableau or Google Analytics to measure customer satisfaction.

Benefits

• Comprehensive health coverage including dental and vision
• Pension scheme with employer contributions
• Flexible working arrangements
• Access to training and development programmes

Company Culture

• Continuous Improvement: Personal and professional growth is a priority for us, fostering a culture of learning.
• Respect and Trust: We build relationships based on respect and trust, both internally and externally.
• Customer-Centric Focus: Our customers are at the heart of everything we do, driving our business decisions.