Customer Experience Manager

Central Employment are working in partnership with a UK leading eCommerce web-print specialist based in the North East. 

They have a brand new and pivotal opportunity for a Customer Experience Manager, joining their centralised leadership team. 

Customer Experience Manager job profile: 

The Customer Experience Manager will be responsible for managing the Customer Experience Team, a centralised team working across all departments, focusing on improving customer experience, identifying areas for change and ultimately reducing customer fail rates.

This role will be pivotal to the growth of the group, leading change within the business and being responsible for the further roll out of a Lean/Six Sigma in all areas.

Working directly with delivery partners to implement new processes and expanding our services along with proactive communication to our customers.

This position requires a strategic thinker who can drive customer-centric initiatives.

As this is a newly formed team, so you will have the opportunity to help shape the future of the role and team. Your ideas and experience will be paramount to improving the overall experience for our customers.

It is an extremely varied role where high levels of organisation, critical decision making, and commercial acumen are essential.

Primary Duties and Responsibilities:

• Be a point of contact for all areas of the business on the topic of customer experience.
• Regular reporting on team and business performance.
• Work with others within the business to improve efficiency.
• Identify challenges and implement improvements.
• Oversee and investigate all reprints, refunds and cancellations.
• Ensure the customer is at the centre of all actions, deciding the best methods of communication.
• Work with third party delivery providers to follow up on claims, performance and proactive delivery information to our customers.
• Interrogate data to understand failure points in the customer journey end to end.

• Proven history of strong stakeholder management
• Proven ability to handle challenging customers
• Strong commitment to delivering exceptional customer service
• Proven history of being responsible for a busy and diverse workload
• Highly organised and self-motivated
• Ability to work under pressure to high standards and tight deadlines is essential
• Excellent written and verbal communication skills
• Experience or knowledge of Lean/Six Sigma methodologies (although training will be provided)
• A good knowledge of digital, litho and large format print
• A sound knowledge of Adobe CS & Microsoft programs required is preferred but not essential
• Data literacy is essential
• Ability to foster strong working relationships across all career levels