Customer Experience Manager
Location
Waterford, Hertfordshire | United Kingdom
Job description
Are you an experienced Customer Experience leader with an analytical background in a large business?
Would you like to work for a Telecommunications company bursting with opportunity?
Our client is offering an amazing permanent position!!
Our client is a Telecommunications company looking for a highly skilled Customer Experience Manager. This person will oversee enhancing the company's global customer and colleague experience. As a manager in the Customer Experience team, you will be responsible for ensuring alignment with the company's strategy. The job entails driving global service standardisation in collaboration with the Transformation function of the organisation.
JOB TITLE: Customer Experience Manager
COMPANY: Telecommunications
CONTRACT: Permanent
START : ASAP
LOCATION: Southeast ROI
SALARY: up to €83,000 DOE
BENEFITS : Paid annual leave, company pension scheme, amazing progression opportunities, incredible company culture
DUTIES INCLUDE BUT ARE NOT EXCLUSIVE TO:
- Improve customer and colleague experiences by collaborating with stakeholders to achieve strategic objectives.
- Assist in implementing strategies by leading key programmes that prioritise customer and colleague experiences and value generation.
- Develop consistent processes, systems, and people practices across business areas, collaborate with the Transformation team, and become the subject matter expert for support needs.
- Engage closely with senior stakeholders and operations to address root causes of customer and colleague contacts, providing valuable insights for strategic business decisions.
- Identify, develop, and implement strategic business changes from a perspective, influencing respective business areas to ensure the right customer and colleague experiences.
- Regularly report progress and insights to relevant executive stakeholders by developing and monitoring key performance indicators (KPIs).
- Work with the business to forecast and manage customer and colleague contact volumes.
- Manage service risks and issues, conduct root-cause analysis, and drive continuous improvement.
- Liaise with global operations and support teams on customer and employee-related initiatives.
- Enhance colleague collaboration to provide better customer and colleague experiences.
- Collaborate with Learning and Development and Knowledge teams to provide up-to-date training materials for experience-focused service.
- Ensure consistency in customer and colleague-centric processes across business areas.
- Work with transformation team to provide necessary tools for each business area.
- Collaborate with Learning and Development and Knowledge teams to provide up-to-date training materials for experience-focused service.
- Ensure consistency in customer and colleague-centric processes across business areas.
- Work with the transformation team to provide necessary tools for each business area.
SKILLS, EXPERIENCE AND ATTRIBUTES REQUIRED:
- Experienced manager focused on customer success.
- Excellent cross-functional collaboration skills.
- Expertise in engaging and influencing stakeholders, particularly at senior levels.
- Had experience managing large-scale change.
- Demonstrates solution-oriented thinking, negotiation skills, and the ability to simplify complex ideas for customers.
- Create value for customers by integrating new trends into practical strategies.
- Demonstrates methodical thinking and risk management skills.
- Demonstrates strong logic and planning skills.
- Excellent communication and engagement at executive levels.
- Demonstrates an agile and innovative mindset.
- Proficiency in Microsoft PowerPoint and Excel.
- Experience in managing local and remote teams globally.
- Proficiency in interacting with all levels of the organization and across a global cross-functional team.
- Experience in the contact centre industry, process improvement, project management, change management, and senior stakeholder management.
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Job tags
Salary
€55.5k - €83k per annum
