Company:
CV-Library
Location: Thetford
Closing Date: 26/10/2024
Hours: Full Time
Type: Permanent
Job Requirements / Description
Customer Experience Manager
Jackson Hogg is looking to recruit a Customer Experience Manager for a growing manufacturing organisation based in Thetford.
Role Overview
As a Customer Experience Manager, you will play a crucial role in enhancing the customers' journey from initial contact through post-purchase. Your primary responsibility will be to ensure the customers receive outstanding service and support, fostering loyalty and satisfaction.
Responsibilities
Customer Journey Mapping:
* Analyse and map the end-to-end customer journey to identify pain points and opportunities for improvement.
* Develop and implement strategies to enhance each stage of the customer experience.
Customer Feedback Management:
* Collect, analyse, and interpret customer feedback from various channels (surveys, reviews, direct feedback).
* Implement action plans based on customer insights to improve service and product offerings.
Service Excellence:
* Establish and enforce customer service standards and best practices across all touchpoints.
* Be the customers’ champion within the business, ensuring key stakeholders are aligned to meet deadlines and exceed expectations
* Update, maintain and improve all data on business systems to ensure customer records are up to date – phone, email, contact, quote dates
* Undertake key departmental administration tasks in support of the overall team goals , using business system e.g. Pipedrive, Winman, CalcuQuote
* Internally project manage customer orders, to ensure on-time delivery (OTD) and on-time in full (OTIF) targets are met
Performance Monitoring:
* Develop and track key performance indicators (KPIs) related to customer satisfaction and loyalty.
* Regularly report on customer experience metrics to senior management and recommend improvements.
* Deliver updates on account statuses at the weekly operations and commercial team meetings
* Prepare and present customer account data, including spend, number of quotes, quote success rate, OTD, OTIF at quarterly business meetings/reviews
Problem Resolution:
* Handle escalated customer complaints and issues with empathy and efficiency.
* Implement solutions to prevent recurring issues and enhance overall customer satisfaction.
Cross-Functional Collaboration:
* Work closely with procurement, finance, operations and other departments to ensure a seamless customer experience.
* Advocate for the customer in strategic planning and decision-making processes.
Innovation and Improvement:
* Stay current with industry trends and emerging technologies to continuously enhance the customer experience.
* Lead initiatives and projects aimed at improving customer engagement and satisfaction.
Qualifications and Competencies
* Proven experience in customer experience management or a similar role, preferably within the electronics supply chain or manufacturing industry.
* Strong analytical skills with the ability to interpret data and make data-driven decisions.
* Excellent communication and interpersonal skills.
* Ability to lead and inspire business stakeholders to succeed.
* Proficiency in customer relationship management (CRM) software and other relevant tools.
* Creative problem-solving abilities and a customer-centric mindset.
* Dynamic, engaging and positive personality
* Highly adaptable and able to respond positively to change
* Resiliency and ability to respond positively to setbacks
* Early recognition and appropriate escalation of potential challenges and concerns
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