Customer Experience Manager

Customer Experience Manager

Essex

£40-50k dependent on experience + bens

Monday to Friday 8am-5pm

Are you a ‘hands on’ Customer Experience Manager with a strategic, commercial outlook?

Do you have top people management skills?

Can you demonstrate experience in developing you team to drive growth and foster a high-performance culture?

Pearson Whiffin Recruitment are delighted to be exclusively representing a successful, well established but growing business with a b2b client base in their search for a Customer Experience Manager.

This role is critical to the ambitious growth plans for the business and offers the opportunity and autonomy to make a genuine impact.

Duties for this role will be varied, with an overview of duties below:

• Managing a small team of 3-4 Customer Care Administrators day-to-day within a busy, fast paced office where a high volume of sales orders for the business are processed
• Developing and growing the team to ensure the best output
• Identifying process changes to support the business goals, and leading the implementation of those as necessary
• Dealing with escalated customer enquiries, complaints or technical issues
• Overseeing all operations in relation to sales processing and CRM management
• Implementing and nurturing a high-performance culture with the customer experience prioritised with a view to driving growth

To be considered for this role you will:

• Have clear, relevant experience in a customer service management role
• Have worked for a business selling products b2b, ideally with an e-commerce platform
• Be able to offer examples of processes you have improved, and how this has impacted revenue growth and efficiencies
• Be a passionate people manager, able to tell us about how you’ve got a team fired up, improving performance tangibly
• Love a stat, be good an analysing data, and have an excellent commercial understanding to support your strategic decision making
• Be goal orientated, self-motivated and able to deliver results
• Enjoy working with your team in person – this is a fully office-based role

Bonus points for:

• Technical knowledge of building products
• Good e-commerce experience

What’s in it for you?!

• The opportunity to join an independently owned business at an exciting point of expansion, with the chance to make a difference and be noticed for your work
• Interesting business, with a good working culture
• A competitive salary and benefits package
• Working for a company who shares your belief and values in customer service excellence!
• This is an organisation where ideas are welcomed, and initiative is rewarded

This role is being handled by Nicole Howe, Recruitment Consultant for Pearson Whiffin Recruitment.

Not quite the right role but still looking?

Whether you are entry or Executive level, our team of experienced Recruitment specialists can help you with your career. We are Kent’s leading independent consultancy and pride ourselves on delivering an exceptional service to both candidates and clients.

Find us on Facebook @PearsonWhiffinRecruitment and Instagram @PearsonWhiffinRecruitment.