Job Description

Company are looking for an experienced Customer Experience Manager, to drive outstanding customer services in the UK and in Continental Europe. Based in our Leeds UK head office, our Customer Service Department is a key part of our business strategy. You will have the opportunity to develop a career in a market leading organization.

Responsibilities

• Be responsible for driving changes to the Customer Care pages to improve the customers’ ability to self-help, reducing the need to contact us.
• Be responsible for making sure that our new products are launched successfully by building a strong framework to ensure that the customer and our agents have all the information and support required at launch.
• Plan for new product releases to ensure that the customer experience is at the forefront of the company’s mindset.
• Reviewing and driving changes to enhance customer journeys and improve their experience and overall satisfaction at every touch point.
• Be the driving force of changes within our business that will enhance our full customer journey at each touch point.
• Develop a plan and priorities across a number of streams in terms of what/how to improve and understanding what support is required.
• Ability to build and maintain good working relationships across internal teams and key stakeholders.
• Develop frequent dialogue and strong relationships with key stakeholders across the business to join up and understand customer impacts and how best to improve in short and longer term.
• Have a strong customer comes first focus by being someone who is able to strongly portray the voice of the customer in terms of areas to improve their experience.
• Manage the Operations plan.
• Maximizing the performance delivered in line with agreed targets.
• Manage the operations team to ensure they deliver defined B2C and B2B customer service & operations experience.
• Oversee the operations team, all related data, systems and processes, ensuring 100% accuracy and compliance at all times suggesting and implementing improvements.

Required Knowledge, Skills, and Abilities

5+ years of managing within a Customer Experience environment. Experience of working on projects to enhance customer experience and improve customer satisfaction and loyalty. Enable customers to self-help online 24/7 by improving Customer Care website and troubleshooting tool. Prepare customer care documentation and procedures to support new product launches and post sales customer care. Experience of customer support for consumer goods. Experience of customer support for connected devices and mobile apps an advantage. Enhancing the customers journey through an Omni Channel environment. Process driven with strong planning skills. Highly motivated and outcomes focused. Experienced people manager, who can lead, motivate and inspire others at all levels to deliver against demanding objectives. Experience in driving changes within departments, with the ability to challenge and influence key stakeholders. Experience in understanding and analyzing financial reports or budgets with the ability to drive performance. Experience of producing reports and dashboards on key trends. Track record of understanding operations process. Strong MS Office Skills including Excel, PowerPoint & Vision.