Senior Customer Experience Manager

Zapp

Zapp

Customer Service
Posted on Tuesday, February 13, 2024

Senior Customer Experience Manager
Victoria, London

We are seeking an experienced and dynamic Senior Customer Experience Manager to lead and enhance our Customer support operations. The ideal candidate will have a proven track record of successfully managing customer service teams, implementing effective strategies, and driving exceptional customer experiences. The Senior Customer Experience Manager will play a crucial role in shaping and executing customer experience initiatives, fostering a customer-centric culture, and ensuring the overall satisfaction and loyalty of our customers.

Responsibilities

  • Lead, mentor, and inspire a high-performing customer service team.
  • Set clear expectations, define goals, and provide ongoing coaching and feedback.
  • Foster a collaborative and positive team culture that prioritises customer satisfaction.
  • Develop and implement strategic plans to improve overall customer service operations.
  • Analyse customer service trends and recommend innovative solutions for continuous improvement.
  • Collaborate with cross-functional teams to align customer service initiatives with overall business goals.
  • Streamline and optimise customer experience processes to enhance efficiency and effectiveness.
  • Align and partner with the Customer Experience Team Leader to implement new processes and inspire cross-department collaboration.
  • Identify areas for automation and implement technological solutions to improve service delivery.
  • Define, monitor and analyse KPIs to measure and improve operational performance.
  • Work closely with the Customer Experience Director to best implement improvements to the customer experience.
  • Champion a customer-centric mindset across the organisation.
  • Collaborate with other departments to implement initiatives that enhance the overall customer experience and drive a seamless and refined customer experience.
  • Resolve escalated customer issues and ensure timely and satisfactory resolution.
  • Implement training programs to enhance the skills and knowledge of the customer service team.
  • Keep the team informed about product updates, industry trends, and customer service best practices.
  • Conduct regular performance reviews and development plans for team members.
  • Utilise data analytics to gain insights into customer behaviour and preferences.
  • Generate regular reports on customer service metrics and use data to drive decision-making.
  • Provide actionable insights to leadership based on customer feedback and performance metrics.

Qualifications

  • At lease 5 years experience in a senior-level customer service management role.
  • Strong leadership and team management skills.
  • Excellent communication and interpersonal skills.
  • Strategic thinking and problem-solving abilities.
  • In-depth knowledge of customer service principles and practices.
  • Experience with CRM systems and customer service software (eg. Zendesk).
  • Analytical mindset with the ability to interpret data and make informed decisions.
  • Proficient in Excel, Google Analytics and Looker a plus.

    If you are a results-driven leader with a passion for customer satisfaction and a track record of successfully managing customer service teams, we invite you to apply for this exciting opportunity. Join our team and contribute to creating an exceptional customer experience!