Overview
Customer Experience Manager with a track record of CX, developing and optimising the supporter and customer journey across all touch points.
Salary: £44,000 - £48,000 per annum
Location: Greater London, Central London
Job Type: Permanent
About the company
Our client is a lovely forward thinking national pet charity. This role is instrumental in elevating the importance of customer centricity in how the charity develops, grows and maintains their external customer/supporter relationships.
About the role
NB - this role is not an opportunity in Customer Services or Customer Success Management.
What you'll be doing
* Work with the customer facing teams across the organisation to review, refine, develop and lead new customer and supporter journeys
* Ensure the overarching customer/ supporter CX experience is holistic and consistent across the charity, building life-time value
* Identify ways to optimise customer communication and loyalty, to deliver an improved experience across all touchpoints
* Lead the process of gathering and applying customer/ supporter feedback to drive optimisation across the organisation
* Develop and maintain KPI reporting
Why you'll love it here
* Salary £44k - £48k (depending on experience) plus bens
* Hybrid working (2 days/ week in the central London office)
About you
What we're looking for
* Proven track record in a CX or senior customer/ supporter experience leadership role
* In-depth knowledge of CX, customer journey mapping and customer satisfaction metrics
* Ability to build central mapping tool to fully exploit customer/ supporter engagement opportunities
* Experience with CRM systems and customer feedback platforms and tools to gather and analyse customer input
* Strong analytical ability to convert data into actionable management information and insightful recommendations
* Experience working with or partnering with contact handling teams to improve service delivery
* Our client is open to candidates with experience gained in the private sector.
You MUST have the right to work in the UK - visa sponsorship is not available.
Sound like your next move? Apply now!
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