* Exciting telco customer journey role
* Progressive role with a blue-chip brand
About Our Client
Our client is a widely recognised and respected large organisation in the telecoms sector. With a customer base spanning the entire UK, they pride themselves on offering top-tier services while maintaining a culture of innovation and improvement.
Job Description
This exciting Customer Journey Manager is a technical role focused on supporting the business objective to provide world class customer service to all consumers UK wide, this role will own advancements within the CX space.
* Develop and implement strategies to improve the customer journey across all contact centre touch points.
* Collaborate with internal stakeholders to understand and meet customer expectations.
* Analyse customer feedback and market trends to identify areas for improvement.
* Lead cross-functional teams in implementing customer journey improvement initiatives.
* Manage and report on performance metrics related to the customer journey.
* Ensure the customer journey aligns with the company's retail strategy and brand promise.
* Facilitate staff training to enhance customer service skills and knowledge.
* Foster a culture of continuous improvement within the customer service department.
The Successful Applicant
A successful Customer Journey Manager should have:
* A contact centre background
* Experience successfully implementing change to positively impact the customer journey
* Experience working for a large complex telco business
* Proven experience in managing customer journeys within the telco sector.
* Strong leadership skills and the ability to drive cross-functional teams.
* Excellent analytical abilities and a data-driven approach.
* Exceptional communication skills and a customer-centric mindset.
* Proficiency in customer relationship management (CRM) software.
What's on Offer
This outstanding role offers a unique opportunity to work at management level without staff management, you'll be in the centre of a hub of positive change and will have the opportunity to learn on the go in many areas!
* A competitive salary range of £45,000 - £55,000 GBP per annum.
* A vibrant and inclusive company culture.
* Hybrid working, Manchester base (2 days per week) with some travel 1-2 days per week to work collaboratively with Customer Hubs
* The opportunity to shape and influence the customer journey in a leading telco company.
* Generous holiday leave.
* Bonus / Pension / Healthcare reflective of level
* Excellent discounts
Don't miss this exciting opportunity to join a leading company in Manchester and make a real difference to their customer journey. Apply now! #J-18808-Ljbffr