Customer Experience Manager

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London | Ref: BBBH31891

Negotiable

Role Title

Customer Success Manager

Location

London

Role Profile

My client is a hyper-growth business who is rapidly expanding their operations & identified a need for Customer Excellence manager to join their organisation. You will have a hunger for growth & a track record of creating, implementing & developing businesses processes relating to the customer journey through their business.

Responsibilities

  • Own the SaaS Customer Service department, managing all inbound communications
  • Build best practises across all customer touch points
  • Design & implement the Customer Experience strategy linking how physical ops interacts with digital ops
  • Work closely with other departments
  • Ensure every channel has had careful though & consideration from inbound communication to social media interactions
  • Collect data & draw insights on how we can continuously improve our service
  • Lead projects & make changes to ensure the companies goal of making our customers happy
  • Manage the day to day touchpoints centrally & at local level

Requirements

  • Prior experience working in a high-growth start-up with the mentality that this brings
  • Track record for success in in Customer Experience roles
  • Has previously set up a customer experience journey across multiple touch points
  • Experience in managing teams of 10+
  • Comprehensive understanding of SaaS solutions for Customer Service

Client information

My client is a high-growth Logistics business who is rapidly scaling across the UK.

Remuneration
Competitive salary, DOE

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