* Customer Experience Manager
* 12 Months FTC
About Our Client
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
Job 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
The Successful Applicant
* 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
What's on 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
Contact
Zach Johnson
Quote job ref
JN-102024-6569795
Phone number
+44 113 243 7708