As a key member of the Customer team in Operations, the Senior Customer Service Manager will lead a small team dedicated to enhancing customer satisfaction, loyalty, and advocacy. This role involves oversight, influencing business practices, and deputising for the Customer Experience Director. The Senior Customer Service Manager will ensure the successful implementation of the customer experience strategy, aligning it with the overall business objectives. The Senior Customer Service Manager will drive the implementation of the customer framework, ensuring it aligns seamlessly with the overall business strategy.
Responsibilities:
1. Leadership: Manage and mentor a team of customer experience professionals, providing guidance, support, and development opportunities.
2. Strategic Implementation: Drive the implementation of the customer experience strategy, ensuring alignment with the company's vision and goals. Review and enhance customer frameworks and collateral.
3. Cross-Functional Collaboration: Build and maintain strong relationships with stakeholders to promote a customer-focused culture, integrating customer considerations into business practices and policies.
4. Reporting: Produce and present reports related to customer experience, ensuring they are up-to-date and accessible.
5. Project Management: Lead key customer projects, develop action plans with measurable outcomes, and ensure timely and budget-compliant delivery.
6. Capability Building: Develop and deliver training programs to enhance customer service capabilities across the business and supply chain.
7. Continuous Improvement: Utilize customer insights to improve products and services, systematically address customer concerns, and monitor performance metrics.
8. Best Practice Integration: Incorporate best practices from other organizations where appropriate.
9. Technology Implementation: Support the deployment of customer engagement technologies and promote CRM usage.
10. Flexibility: Operate flexibly across the organization and support ad hoc projects to meet customer objectives.
Benefits:
* 28 days paid holiday, volunteering days, and holiday purchase options.
* Flexible and hybrid working policies.
* Inclusive, family-friendly workplace policies.
* Comprehensive benefits including private healthcare, life and critical illness cover, shopping discounts, and more.
Experience & Skills:
* Extensive experience in customer experience and service management in fast-paced environments.
* Strong leadership and team management skills.
* Strategic thinking and long-term planning abilities.
* Excellent communication, presentation, and interpersonal skills.
* Strong analytical skills and curiosity to interpret data and resolve complex issues.
* Proven project management capabilities.
* Deep understanding of customer needs and behaviors.
This job posting is active and accepting applications.
#J-18808-Ljbffr