Customer Experience Manager

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