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Location: Leicestershire/Hybrid
Type: Permanent
Salary: £75,000 - £85,000 Per Annum (+ car and bonus)
Head of Customer Experience
Location: Leicestershire/hybrid
Salary: C£80,000
* Do you have strong experience leading teams through change and driving them to the next level?
* Are you looking to join a highly reputable firm where you can inject your experience and skillset?
The Company:
ER Recruitment are excited to be working with our client, a leading organisation who are widely respected in their industry and a nationwide brand.
They are now seeking a Head of Customer Experience to lead their contact centre, sales support, and customer success teams into the next level. The successful candidate will deliver first-class customer experiences and profitable market share growth in the Consumer sector, through the development of strong commercial propositions, excellent customer service, and effective sales leadership.
Role & Responsibilities of the Head of Customer Experience:
* Strong performance management through a focus on coaching and development
* Lead the development and execution of the Consumer sales strategy
* Develop, launch, and embed market-leading Customer Propositions
* Lead the development and execution of a vulnerable customer strategy
* Develop propositions to deliver an ongoing pipeline of profitable growth, winning new business, as well as retaining current customers
* Deliver improvement to the customer experience throughout the sales journey, measured, for example, through NPS scores
* Drive efficiencies in process performance, reducing cost
* You will be an agent for change within the organisation – leading on sales-specific programmes and contributing subject matter expertise where required in wider transformation programmes.
About You as the Head of Customer Experience:
* Proven background leading a range of teams from contact centre customer service, sales, and customer success.
* Driven to achieve results
* Someone who keeps the Customer at the heart of all they do.
* Communicates Influentially
* Develops effective teams and is a strong collaborator
* Innovative with a strategic mindset
* Authentic
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