- 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