This leadership role in the energy and natural resources industry requires a Head of Customer Excellence to manage our customer service department, ensuring exceptional service delivery and customer satisfaction.
Client Details
This is a senior standalone leadership role reporting into the recently appointed Customer Experience Director. You will have the autonomy to oversee and enhance the entire customer journey across two distinct business areas serving both local and regional customers from SME to large national accounts with major supermarkets.
Description
You will play a pivotal role in transforming customer journeys within this established, industry-leading B2B organisation that specialises in services management and resource recovery services. The business is renowned for innovation, sustainability, and delivering critical services across the UK.
Key responsibilities include:
Customer Journey Mapping: Review and map multiple customer journeys, identifying areas for improvement.
Innovative Feedback Mechanisms: Develop and implement innovative ways to capture customer feedback (NPS, CSAT).
Tech Integration: Explore new technologies, including AI, to improve customer experiences and internal processes.
Stakeholder Engagement: Collaborate with internal teams to assess and enhance internal customer journeys, ensuring strong stakeholder relationships.
Retention & Improvement: Drive NPS, CSAT scores, and customer retention through proactive solutions an...