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Overview
Reference
438338 Salary
£43,000 - £46,000/annum Job Location
- United Kingdom -- England -- Yorkshire and the Humber -- West Yorkshire -- Leeds Job Type
Permanent Posted
Friday, June 28, 2024
Customer Experience Manager
Salary - up to £46,000 depending on experience
Hybrid Working – 2 days in office, Leeds.
Contract - Permanent position
Working Hours – Monday – Thursday 8.30am-5pm Friday 8.30am-4.30pm.
Purpose of the job:
· Define and shape the customer journey strategy across all touch points, platforms and systems
· Create a seamless and consistent customer journey at every stage and touchpoint of the customer lifecycle.
· Own, monitor and measure the end-to-end customer proposition, experience and performance of our customer journey
· Understand the customer's needs, preferences, and behaviours, and using this information, improve the customer experience and drive customer loyalty and satisfaction.
Main Responsibilities:
· Develop comprehensive customer journey maps to understand and document the end-to-end customer experience
· Identify key touch points and moments of truth throughout the customer lifecycle
· Responsible for the end-to-end customer journey, experience and performance of the customer journeys
· Create smarter and more customer friendly solutions that make our customer journeys easy, intuitive and digitally led
· Measure success of implementations and work with key stakeholders to adjust or adapt/change where implementations are not as effective as expected or there is a lack of customer engagement to ensure success.
· Collaborate with key stakeholders and colleagues across the division to prioritise and deliver improved and enhanced customer journeys
· Implement continuous improvement initiatives based on customer feedback and market trends.
· Monitor and evaluate the success of implemented strategies and adjust as needed.
· Leverage customer relationship management (CRM) tools and other relevant technologies to streamline processes and enhance the customer journey.
· Stay updated on emerging technologies that can improve customer experience
· Define and monitor key performance indicators (KPIs) related to customer satisfaction, retention, and overall journey success
· Prepare and present regular reports to the leadership team, highlighting areas of improvement and success.
Knowledge and Skills
Knowledge
· Understanding of project and programme management techniques and management of risk
· Knowledge of B2B electricity and gas UK Retail business processes and systems is preferable
· Familiarity with customer relationship management (CRM) systems.
· Knowledge of marketing automation tools and analytics platforms
· Understanding customer needs, behaviours and preferences through their journey
· Analysing customer data to identify trends, pain points, opportunities and how effective the customer journey is
Skills
· Ability to develop strong relationships and work effectively across multiple teams, whilst also being comfortable working in a fast paced agile environment
· Prepared to take ownership and accountability for key deliverables (including resolution of risk events that arise from time to time) and to challenge the status quo.
· Strong negotiator, highly influential with commercial acumen
· Excellent communicator and facilitator with the ability to diffuse tense situations and deal with conflict across different levels of an organisation
· Ability to analyse commercial performance, customer insight and journey funnel data to drive and track impact of changes.
· Challenging the business to drive for an innovative solution; “think out of the box” and ensuring best in class solution designs
· Evidence of making decisions which produce successful outcomes
· Microsoft Office proficient
· Project management skills and the ability to drive cross-functional collaboration.
· Ability to produce accurate work within tight timescales
· Highly organised
· Ability to analyse data and provide insight
Presentation skills
· Strong analytical skills with the ability to translate data into actionable insights
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Created on 26/04/2025 by TN United Kingdom
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