Role: Customer Experience Manager
Location: London (Hybrid)
Salary: Up to £40,000
Pod Talent is thrilled to partner with an innovative company in the pet industry, leading a major revolution in pet nutrition. As the business continues to grow rapidly, they are seeking a Customer Experience Manager to join their London team (hybrid).
This person will be reporting to the Head of Customer Experience and working closely with the customer service team. This candidate will be responsible for creating and analysing reports on the customer service KPIs, supporting the growth of the customer service team, and driving efficiencies. If you are looking to grow in a high growth start-up business with a collaborative environment, this may be the role for you!
Key responsibilities:
- Creating and analysing weekly reports on the customer service agent KPIs, looking for key areas for improvements across the team
- Building out the phone service, developing protocols, training materials, and analysing service performance
- Supporting to refine KPIs such as CSAT scores, resolution times, and overall customer satisfaction through various tasks and projects
What we are looking for:
- 2+ years of experience in a similar customer reporting role
- Strong attention to detail skills
- A driven and improvement focused mindset
- Strong analytical skills and experience working with a CRM system
If you are keen to join a sustainable and values driven business, apply now or email [email protected]