Are you passionate about driving change, delivering exceptional customer experiences, and leading a high-performing team?
We're seeking a Customer Experience Manager to work with Saint-Gobain Glassolutions, driving the development of our customer journey, enhancing digital tools, and leading our Customer Experience team.
Glassolutions is part of Saint-Gobain Building Glass UK&I - the largest processor, distributor and repairer of glass and glazing systems in the UK.
This role is based in Elland, HX5 9BG, with travel required to the Dudley and Eggborough sites (approximately once every 2 weeks).
What we're looking for:
* A proven track record in leading teams and driving results.
* Strong customer focus with the ability to build and maintain top-class service standards.
* Confidence and resilience with a positive outlook to motivate and encourage others.
* A high level of attention to detail and process - ensuring high standards are achieved through the team.
* Technologically proficient with a strong passion for leveraging digital tools to enhance our service.
* A proactive, problem-solving approach to overcoming challenges and fostering a customer service culture.
What you will be doing:
As a Customer Experience Manager at Glass Solutions, you will lead and inspire your team to consistently deliver an exceptional service. Motivated by results, you will leverage performance metrics to identify opportunities for improvement and implement impactful solutions. Through the integration of innovative digital tools and seamless collaboration across departments, you will streamline processes and create a cohesive, customer-focused approach that ensures outstanding satisfaction at every touchpoint.
Key Responsibilities:
* Implement Customer Experience strategies aligned with Saint-Gobain's goals.
* Identify key service differentiators to create competitive advantages.
* Lead training programs across the branch network to maintain exceptional standards.
* Monitor and share performance against Customer Satisfaction Indicators (CSI).
* Manage, recruit, and train a team of 11 from 3 branches (Elland, Dudley, and Eggborough).
* Set clear objectives, KPIs, and performance standards.
* Enhance the quotation and sales process, maximizing quote conversion and sales targets.
* Drive Digital Transformation and implementation across your team.
* Support and implement customer-facing digital tools for improved customer engagement.
Inclusivity at Saint-Gobain:
Saint-Gobain is the worldwide leader in light and sustainable construction improving daily life through high-performance solutions. We understand that a diverse workplace is not only a more enjoyable place to be but also facilitates better decision making and innovation.
Flexibility:
Our standard working pattern is 8.30am-5pm Monday to Thursday with a 4pm finish on a Friday. However, we are open to discussing any need for flexibility you might have for this role.
If you match our criteria, we will be in touch to discuss your experience and more about you as a person. We look forward to hearing from you!
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