*Customer Experience Manager
*12 Months FTC
*£50,000 - £55,000 depending on experience
*Barnoldswick (on-site)
*Industry leading brand
Client Details
Page Group are delighted to be partnering with a market leading brand within the retail & manufacturing space, who are now looking for a Customer Experience Manager to join them on a 12 Months FTC.
This role will have a strong emphasis and focus on driving process improvement across the Customer Service function, along with the wider business
Description
*Transforming the customer service function through the implementation of strong process and procedures to embed efficiency, standards and consistency
*Provide well known B2B customers with a world class level of service that is demonstrated throughout all communications
*Provide the CS Team with direct leadership and management to ensure performance metrics are delivered
*Identify opportunities for process improvement via process mapping, data analysis and understanding responsibilities across the business
*Collaborate wth key stakeholders across the business to ensure they’re aware of how proposed changes can positively impact the business
*Create a culture of continuous improvement across the wider business
*Create and implement strategies around Customer Satisfaction, Customer Loyalty and retention
*Drive customer satisfaction & NPS Score using all available tools to improve performance
*Act as the primary point for all high level customer escalations
*Work closely with other departments to create a cohesive approach to customer experience
*Act as the voice of the customer within the organisation, advocating for their needs and feedback within product development and company strategy
Profile
*Proven experience in a similar role
*Process and continuous improvement experience
*Proven record of driving customer satisfaction & customer retention
*Proficient with microsoft and CRM packages
*Strong leadership qualities
Job Offer
This is an exciting opportunity to join a leading national brand in the role of Customer Experience Manager on a 12 months FTC.
Based on site in Barnoldswick (Near Colne & Burnley), working hours are 08-30 to 17-00 Monday to Friday
The role offers a salary of £50,000 - £55,000 depending on experience