Customer Experience Manager

Customer Experience Manager

Leeds
£35,000 - £40,000
Full-time, Office-based
25 days holiday + 8 bank hol
Private Health Care
Career development
Many more fantastic benefits

Elevation Recruitment Group, Business Support Division are working with a leading and highly desirable organisation based in Leeds. This business is committed to delivering exceptional customer experiences and fostering a culture of innovation and excellence. As a Customer Experience Manager, you will play a pivotal role in ensuring that customers receive the highest level of service and satisfaction, while enjoying excellent perks and opportunities for professional growth within this esteemed organisation.

Key Responsibilities:

Develop and implement strategies to enhance overall customer experience, retention, and loyalty.
Lead and mentor a team of customer experience representatives, providing guidance and support to ensure consistent delivery of exceptional service.
Analyse customer feedback, identify areas for improvement, and streamline processes to maximise efficiency and effectiveness.
Utilise data analytics and customer insights to identify trends, anticipate needs, and proactively address customer concerns.
Develop training programs and resources to equip staff with the skills and knowledge needed to improve product knowledge and deliver outstanding customer experiences.
Serve as a champion for the customer within the organisation, advocating for their needs and driving initiatives to exceed expectations.
Continuously monitor and evaluate customer experience metrics, identifying opportunities for improvement and implementing corrective actions as necessary.

Qualifications and Experience:

A team player with an energetic attitude
Strong leadership skills with demonstrated experience in leading and developing high-performing teams.
Experience establishing KPI’s
Exceptional communication and interpersonal skills, with the ability to build rapport and relationships at all levels.
Strategic thinker with the ability to translate insights into actionable initiatives.
Experience working in a fast-paced environment with a focus on delivering results.
Knowledge of customer experience best practices and industry trends.
Proficiency in CRM systems and other relevant software applications.