Customer Experience Manager
Jackson Hogg is looking to recruit a Customer Experience Manager for a growing manufacturing organisation based in Thetford.
Role Overview
As a Customer Experience Manager, you will play a crucial role in enhancing the customers' journey from initial contact through post-purchase. Your primary responsibility will be to ensure the customers receive outstanding service and support, fostering loyalty and satisfaction.
Responsibilities
Customer Journey Mapping:
* Analyse and map the end-to-end customer journey to identify pain points and opportunities for improvement.
* Develop and implement strategies to enhance each stage of the customer experience.
Customer Feedback Management:
* Collect, analyse, and interpret customer feedback from various channels (surveys, reviews, direct feedback).
* Implement action plans based on customer insights to improve service and product offerings.
Service Excellence:
* Establish and enforce customer service standards and best practices across all touchpoints.
* Be the customers’ champion within the business, ensuring key stakeholders are aligned to meet deadlines and exceed expectations
* Update, maintain and improve all data on business systems to ensure customer records are up to date – phone, email, contact, quote dates
* Undertake key departmental administration tasks in support of the overall team goals, using business system e.g. Pipedrive, Winman, CalcuQuote
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