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.