Customer Experience Manager Job Description Template
Our company is looking for a Customer Experience Manager to join our team.
Responsibilities:
- Responsible for department recruitment and retention, as well as the management of staff changes;
- Development of your team through communication, support and ownership of results supporting the delivery of an optimal Customer Experience;
- Support the regular review of resources and costs across the Processing and After Sales teams;
- Take clear ownership of the project and follow through to delivery;
- Customer Activity – Ensuring that you follow up on any pre-arranged appointments and complete all administrative tasks as required;
- Manage all credits requiring approval for Labels and Board;
- Work with the QA/ Technical team to identify problematic areas in the process to offer preventive and corrective actions;
- Identifying customer needs and translating into experiences and enablers for sales;
- Implementing measurement structures, metrics and re-validation processes;
- Working closely with internal teams to ensure full buy-in across the company;
- Responsible for KPI delivery;
- Continually look for ways to improve our customer experience journey, whether it be digitally, traditionally or something more innovate;
- Data Reporting and Analysis;
- To proactively liaise with all departments to ensure each complaint is investigated correctly and all corrective action suitable;
- Working on specially assigned projects, as needed.
Requirements:
- Extensive experience of stakeholder management;
- Experience of identifying and implementing new ideas to improve customer experience processes and standards, ideally in a retail or service industry;
- Excellent written and verbal communication;
- Ability to adapt to a changing and sometimes challenging environment;
- Confident decision maker;
- Travel will be required therefore current, clean driving licence an advantage;
- Excellent knowledge in contact channel development;
- Leads by example, able to motivate and influence others, but also an effective delegator;
- Proven working experience in a customer service environment;
- Good knowledge in project management and project reporting;
- Friendly, approachable and flexible – a team player;
- Experience in either a fast growing or start up business would be highly desirable but not essential;
- Ability to work under pressure and to tight deadlines;
- Professional and impartial;
- A sound understanding of Customer Experience.