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Director - FinTech People - Specialist FinTech Operations Recruiter - Contact me for our 2025 FinTech Operations Salary Report
Customer Experience Manager - B2B Customer Service - Continuous Improvement
3 days per week in the office - Monday to Friday - £55,000 - 65,000
The Customer Experience Manager plays a pivotal role in enhancing customer satisfaction and loyalty by overseeing the customer service team and ensuring exceptional service delivery. This position requires a proactive leader who can effectively manage, analyse feedback, and implement strategies that improve the overall customer journey. The ideal candidate will possess strong communication skills and the ability to work collaboratively across departments to create a seamless experience for our client's customers.
Duties
1. Lead and motivate the customer service team, providing guidance and support to ensure high performance.
2. Develop and implement customer experience strategies that align with company goals.
3. Analyse customer feedback and data to identify trends, areas for improvement, and opportunities for enhancing service quality.
4. Communicate effectively with customers to resolve issues and gather insights for continuous improvement.
5. Manage relationships with key stakeholders to ensure a consistent approach to customer experience across all touchpoints.
6. Train and mentor team members to foster a culture of excellence in customer service.
Experience
1. Proven leadership experience in customer service management and continuous improvement.
2. Strong analytical skills with the capacity to interpret data and make informed decisions.
3. Excellent communication skills, both verbal and written.
4. Experience in developing training programmes aimed at improving team performance and customer satisfaction.
5. A track record of successfully managing projects that enhance the customer experience.
This role is ideal for an individual who is passionate about delivering outstanding service and has the drive to lead a dynamic team towards achieving excellence in customer experience.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service and Management
Industries
Business Consulting and Services
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