Juice Cheltenham is delighted to be supporting a fantastic client in their search for a Strategic Customer Experience Manager, based in their Stroud offices.
As the Strategic Customer Experience Manager, you will be responsible for overseeing the end-to-end customer journey, striving for a best-in-class service provision. You’ll be responsible for leading a team, where the core function is to build exceptional relationships with strategic accounts, whilst delivering service excellence.
Core Responsibilities
-Responsible for the end-to-end service delivery journey for my clients strategic business accounts
-Lead a team that proactively assesses, clarifies, and validates customer needs on an ongoing basis – whilst delivering to a clear set of objectives
-Works closely with a variety of internal stakeholders to ensure both industry regulatory requirements and service delivery targets are met
-Act as a key support to the debt department, in the assisting of debt recovery
-Assist Business Sales in new business pitches, in support overall business growth plan
-Develop existing as well as supporting the introduction of new services through effective internal and external communication
-Work with third parties to ensure both internal service and targets set by third-party and governing bodies are met
-Work closely Legal, Compliance and Finance to manage internal and external audit actions
-Lead effective recruitment strategy across business unit
-Successfully lead/coach a team through the Business team development programme, working to promote the model
-Work with the leadership team in Growth & Customer Experience to deliver a market leading B2B proposition and customer experience
-Deliver against Cost to Serve business plan
Skills/Experience
-Experience of working within the B2B energy industry (Essential)
-Extensive experience in leadership
-Experience in managing customer relationships at a senior level
-Good computer literacy including Microsoft Office Packages
-Required Able to assess and interpret data and identify opportunities
-Strong communication with ability to communicate to a senior level of stakeholder (both internally and externally)
-Ability to set clear agendas and control external meetings with clients
-Ability to think strategically and contribute to the overall B2B plan Strong networking– both externally and internally
-Self-driven and results orientated
-Ability to work under pressure and manage multiple deadlines
-Strong commercial acumen skills
-Negotiating and Project Management and Leadership skills (desirable)
This is an exciting opportunity, if you would like to find out more information, we would love to hear from you.