Customer Experience Manager (Membership Engagement)

Location

Rugby, Warwickshire | United Kingdom

Job description

Customer Experience (CX) Manager

Rugby – 3 days office/2 days home

Up to £40,000

Pitch is delighted to be supporting this membership organisation as they look to hire a Customer Experience Manager. 

Working as part of the Membership Experience Team, you will be responsible for enhancing and improving the customer experience across the website and membership hub. It will be your responsibility to ensure that all members, whether new into their profession or nearing retirement, are kept engaged and up to date with information, that the information is tailored and relevant to each customer segment and that the user experience (UX) across the site is first class.

What does the role involve?

• Close collaboration with colleagues across the CRM, IT, marketing and member support/customer service teams to drive member campaigns.
• Monitor and analyse the customer journey and UX across the site to then identify customer segments and make recommendations for relevant content creation.
• Design and manage the onboarding process for members and ensure consistent and tailored communications are automated throughout that journey.
• Be comfortable writing and creating pieces of content for use across email, website, social etc.
• Create personalised content for different customer groups.
• Analyse customer satisfaction scores and use insights from this to improve CX and make changes and recommendations.

What experience do you need?

• Previous experience in a CX/UX role is essential.
• Strong communication skills.
• Excellent copywriting ability.
• Happy to work in a collaborative environment.
• Strong project management skills and a desire to deliver excellence to members.
• Ideally degree educated or a relevant professional qualification.

This client offers some great benefits including an excellent pension scheme.  If you love improving customer experience and have the experience as outlined above, please apply with your CV today!

Ref 50061

AA123

Job tags

Salary

£35k - £40k per annum