Customer Experience Manager
South Manchester - Hybrid
Up to £60,000
* Be part of a dynamic and customer-focused environment
* Enhance customer experiences and drive business improvements
* Play a key role in shaping customer experiences and business success
* Connect strategy, technology, and marketing to deliver real impact
* Enjoy opportunities for growth and professional development.
Forward Role are working with a dynamic business looking for a Customer Experience to act as the voice of the customer, ensuring their needs are understood and prioritised across the business. You’ll collaborate with teams across Sales, Marketing, and Technology to optimise customer journeys, improve engagement strategies, and support business growth.
Role & Responsibilities:
* Contact Strategy Planning - Design and implement multi-channel contact strategies that enhance customer engagement, drive retention, and ensure consistent and personalised communication throughout the customer lifecycle.
* Customer Advocacy – Represent the voice of the customer, ensuring their needs drive business decisions.
* Cross-Functional Collaboration – Work closely with Sales, Marketing, and Technology teams to align processes, strategies, and solutions.
* Business Requirements & Process Enhancements – Define, document, and support system and workflow improvements.
* Customer Journey Mapping & Analysis – Analyse and optimise the end-to-end customer journey, identifying key touchpoints for improvement using data-driven insights.
* Customer Feedback Management – Implement effective systems to gather, analyse, and act on customer feedback to enhance service quality and satisfaction.
* E-Reputation Management – Monitor and manage the company’s online reputation, ensuring positive customer perceptions and addressing issues promptly.
* Issue Resolution – Lead efforts to resolve customer issues efficiently, collaborating with cross-functional teams to ensure timely solutions.
* Customer Research & Persona Development – Conduct in-depth customer research to develop personas and tailor experiences to diverse client needs.
* Root Cause Analysis – Identify the underlying causes of customer issues and implement preventive measures to enhance satisfaction.
* Customer Satisfaction Metrics – Establish and track key performance indicators (KPIs), providing regular reports and actionable insights.
* Compliance & Ethics – Ensure all customer experience initiatives align with industry regulations, compliance standards, and ethical guidelines.
Skills & Experience
Essential Experience: Customer Journey Mapping, Contact Strategy Planning, Sales & Service Enablement Alignment, CSAT & NPS, VoC program, Customer Persona building
* Experience in a Customer Experience, Business Analyst, or similar role.
* Strong understanding of customer journey mapping and engagement strategies.
* Excellent communication and stakeholder management skills.
* Analytical mindset with the ability to turn data into meaningful insights.
* Ability to work collaboratively and influence positive change.
* A proactive approach to problem-solving and continuous improvement.