Customer Journey Manager

Job Description We are recruiting for a Customer Journey Manager to join the team on a full-time, Fixed Term Contract for 12 months. The Role This Customer Journey Manager is responsible for driving overall improvements in Customer Experience through the entire customer journey, working with stakeholders across all areas of the business, Retailer network and headquarters in Barcelona. You’ll manage the customer satisfaction action plan with the support of the Customer Quality and Goodwill Executive, and steer the customer experience for our company in the monthly Customer meeting. You'll support the Customer Experience Strategy Manager with customer journey mapping to identify pain points and opportunities to deliver an experience customers love, extending our Customer Experience programme across new journey stages. You’ll work with the Data Intelligence and Loyalty Manager to better understand our customers, ensuring timely data insights are shared with key stakeholder parties, and manage various brand and customer journey improvement projects in collaboration with the other brands. Skills & experience you can bring to the role: Results driven and customer focussed, with strong collaboration and presentation skills A flair for interpreting customer insights from multiple sources across a variety of projects Strong problem solving skills to assess situations, determine solutions and engage with the right stakeholders to deliver the output Strong communication, networking and stakeholder management skills to ensure senior business stakeholders are managed successfully Highly organised and adaptable to manage customer complaint escalations and other urgent customer topics What does a normal week look like? Of course, every day and week will be different, but here are some examples of what you can expect: Meeting with colleagues in other departments to work together to design new customer experiences Working with a CX Consultant to use customer insight to design a new approach to part of the customer journey Visiting Retailers to discuss their customer satisfaction performance, sharing and recording best practice Leading the monthly customer meeting, coordinating the agenda and actions Calls and meetings with our colleagues in HQ (Barcelona) on topics of best practice, new initiatives and sharing across other markets Working with our sales team to ensure retailer performance in Customer Satisfaction and Mystery Shop is monitored and poor performers managed Visiting our Customer Service Centre in Leeds to update our teams on brand initiatives Making decisions about escalated customer complaints and goodwill measures to support them