Job Title: Senior Customer Experience Manager
Location: Redditch, with potential for hybrid working
Reports To: CEO
Job Type: Full-time
Job Overview:
We are seeking a passionate and strategic Senior Customer Experience Manager to lead the optimisation and homogenisation of our end-to-end customer journey. This pivotal role will report directly to the CEO and require close collaboration with other board directors to ensure a seamless and exceptional experience at every stage. You will be instrumental in driving quality assurance and compliance initiatives, fostering a customer-centric culture across the organisation.
Key Responsibilities:
- Customer Journey Oversight: Analyse and map the entire customer journey, identifying key touchpoints and opportunities for enhancement to ensure a consistent and high-quality experience
- Optimisation Initiatives: Develop and implement strategies to optimise customer interactions, leveraging customer feedback and data analytics to inform decision-making (e.g., Trustpilot, Google reviews, Complaints, etc.)
- Quality Assurance: Establish and maintain quality assurance protocols to monitor and evaluate customer service performance, ensuring adherence to company standards, best practices, and regulatory compliance
- Compliance Management: Ensure that all 'customer experience' processes comply with relevant laws, regulations, and industry standards, implementing necessary changes to maintain compliance (e.g., Consumers Rights Act 2015, Consumer Protection from Unfair Trading Regulations 2008, FCA, etc.)
- Cross-Functional Collaboration: Liaise effectively with board directors and cross-functional teams, including Sales & Marketing, Customer Services and Field Operations, to align efforts and improve customer service / satisfaction levels
- Customer Insights: Gather and analyse customer feedback, behaviour and satisfaction metrics to inform continuous improvement efforts and drive innovation in customer experience
- Training and Development: Design and deliver training programs for staff to enhance customer service skills, compliance awareness and promote a culture of excellence in customer care
- Reporting and Analysis: Prepare and present regular reports on customer experience metrics, insights and trends to the CEO and other board members, making recommendations for strategic improvements.
- Customer Advocacy: Act as the voice of the customer within the organisation, championing their needs and concerns to ensure they are prioritised in business decisions
Experience & Skills you will have:
- Excellent communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organisation, including senior leadership
- 3+ years of experience in customer experience management, with a proven track record of optimising customer journeys, ideally within construction or home adaptations
- Experience with regulatory compliance preferred (e.g., Consumers Rights Act 2015, Consumer Protection from Unfair Trading Regulations 2008, FCA, etc.)
- Strong analytical skills with experience in data analysis and performance metrics
- Strong problem-solving abilities and attention to detail
- Proactive and solutions-oriented mindset
Qualifications
- Bachelor's degree, or equivalent preferred
Why Join Us?
- Be part of a dynamic team dedicated to enhancing customer experiences
- Opportunity to make a significant impact on our customer journey and company success
- Competitive salary and benefits package, along with opportunities for professional growth
If you are a strategic thinker with a passion for customer experience, compliance, and quality assurance, we would love to hear from you!
Apply now to join our team as we strive to elevate the customer experience to new heights.