Customer Experience Manager

Proximity Recruitment are searching for a talented Customer Experience Manager (up to £45,000 pro-rota to 26-30 hours a week) to join a globally recognised B2B business in Herefordshire.

The role is remote with occasional office visits, once a month. The successful candidate will join a friendly, supportive & customer focused marketing team and play a large role in the group customer experience programme.

Responsibilities include:

• Continual development of a cross functional Customer Experience team through communication, support & ownership of results supporting the delivery of an optimal Customer Experience.
• Consistently promote the CX agenda within the business & to wider Division and Group stakeholders.
• Identifying customer needs & work with internal teams to translate into experiences and enablers to provide an improved customer experience.
• Implementing measurement structures, metrics and re-validation processes.
• Engage with external consultants and agencies to constantly invigorate and promote the CX agenda.
• Continually look for ways to improve our customer experience journey, whether it be digitally, traditionally or other means.
• Supporting teams on work to map stakeholders & improving engagement with them.
• Select and maintain best-practice customer experience tools and platforms.
• Measure and own the voice of customer programme (incl. NPS and touchpoint surveys), surfacing customer pain points & celebrating positive feedback, getting deep understanding of needs and motivations across the end-to-end customer journey.
• Work closely with marketing managers to align marketing activity with customer journey and NPS insights.

With a strong last 2 years of customer experience development, this opportunity represents a chance to take this to the next level with an engaged SLT and a template on which to put your own stamp. Please don’t hesitate to apply for more details.