Customer Experience Manager
Role Profile
Reports to: Head of Ecommerce
Location: Glasgow, office based
Salary: Dependent on experience
Hours: 42.5 hours per week
Role Overview
We are seeking a dynamic and experienced Customer Experience Manager to join our team. The ideal candidate will be passionate about delivering outstanding customer service across multiple channels and enhancing the overall customer experience. They will possess strong leadership skills, excellent communication abilities, and a customer-centric mindset.
What does a typical day sound like?
Responsibilities include:
* Developing and implementing customer service strategies to drive customer satisfaction, loyalty, and retention.
* Lead and mentor a team of customer service representatives to deliver exceptional service across all channels, including phone, email, chat, and social media.
* Establish and maintain service level agreements (SLAs) to ensure timely and efficient resolution of customer inquiries, issues, and complaints.
* Monitor customer feedback and satisfaction metrics, analyse trends, and identify areas for improvement.
* Collaborate with cross-functional teams, including sales, marketing, and operations, to optimize the customer journey and drive revenue growth.
* Implement customer experience initiatives, such as loyalty programs, personalized recommendations, and post-purchase support, to enhance the overall customer experience.
* Develop and maintain customer service policies, procedures, and training programs to ensure consistency and quality standards.
* Stay current on industry trends, best practices, and emerging technologies related to customer service and customer experience.
Qualifications required:
* Proven experience in customer service management, preferably in the retail or e-commerce industry.
* Strong leadership skills with the ability to motivate and inspire a team.
* Excellent communication and interpersonal skills, with a customer-centric approach.
* Proficiency in customer service software, CRM systems, and other relevant tools.
* Analytical mindset with the ability to analyse data, identify trends, and make data-driven decisions.
* Creative problem-solving abilities and a proactive attitude towards continuous improvement.
* Passion for the outdoors and outdoor activities is a plus.
Working for Trespass
* You will receive 30 days holiday to ensure you keep a healthy work-life balance and have lots of exciting plans in place to look forward to
* Benefit from our corporate discounts for you, your friends and family, making the most of the great outdoors
* Free parking as there is nothing worse than parking metres and additional costs, meaning…. buy the coffee!
* Pension contributions and more!
Join our team and be part of a company that is dedicated to helping people explore and enjoy the great outdoors while providing exceptional customer service every step of the way.
Apply now to embark on your next adventure with us!
Salary information will be determined by experience and fit and decided at point of offer, however, if you have any questions relating to this, please get in touch.