Ref: BBBH31891
Customer Experience Manager
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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