We have a new and exciting position available for a Global Mobility Customer Experience Manager to join our client and supervise the team.

The Customer Experience Manager, Global Mobility plays a crucial role in providing guidance to service functions that directly impact customer and client outcomes. They are responsible for executing the client service vision in a way that aligns with the company’s service process and continuous improvement goals. The Customer Experience Manager collaborates with various department heads and their delivery teams to ensure operational efficiency, quality, and data governance are upheld across all service offerings within a client portfolio such as; international assignment management, relocation services, destination services, household goods moving etc.

Key Responsibilities of the Global Mobility Customer Experience Manager:
* Supervising a team of Global Relocation Consultants who support the regional portfolio, as well as other staff members if required.
* Supporting the strategic vision and mission for client and customer service delivery to achieve the company’s objectives.
* Maintain in-depth knowledge of the business service offering such as relocation service, move management, global mobility, destination services etc.
* Collaborating with Client Relations leadership to balance operational and relationship requirements, fostering client retention and growth.
* Mentoring and motivating a team of customer experience professionals to deliver exceptional service to clients and customers utilising customer data and other inputs.
* Cultivating a culture of customer service excellence with a focus on accountability, collaboration, learning, and continuous improvement.
* Monitoring and evaluating the performance of operations within a client portfolio, and identifying areas for improvement in collaboration with the operational excellence team.
* Working with operational excellence leadership to develop effective business processes, SOPs, training modules, and ensuring their successful implementation and ongoing adherence.
* Implementing best practices, ensuring data integrity, compliance efforts, and process improvements while optimizing workflows and enhancing service delivery.
* Overseeing the operational and financial performance of a client portfolio, which consists of medium-sized clients valued at approximately £1 to £4 million.

Skills and experience required:
* Bachelor’s or Master’s degree in business administration, management, or a related field preferred.
* Excellent understanding of the HR, relocation and/or global mobility industry.
* Minimum of 5 years experience in team management is required.
* Proven experience in leading client service operations teams to deliver exceptional results.
* Expertise in change management and process implementation.
* Deep understanding of customer service principles and practices with a passion for delivering outstanding customer experiences.
* Strong operations management and customer service orientation.
* Knowledge of business processes, data lifecycle, root cause analysis, and performance analysis.
* Excellent communication, interpersonal, and negotiation skills, with the ability to build relationships and influence stakeholders at all levels of the organization.
* Strong relationship management skills with internal and external stakeholders.
* Ability to inspire and drive measurable engagement and advocacy.
* Strong analytical skills for performance monitoring and data-driven decision-making.
* Proven project management skills with a successful project execution track record.
* Superior technical skills using required applications (Salesforce, PBI, Excel, PowerPoint).
* Ability to multi-task and prioritize competing responsibilities.
* Capacity to adapt to a dynamic business environment and demonstrate strong leadership during times of change and growth.
* Familiarity with compliance and legal aspects related to business operations.