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Farnley, Yorkshire Interaction Recruitment

Customer Experience Manager

Salary - up to £46,000 depending on experience

Hybrid Working 2 days in office, Leeds.

Contract - Permanent position

Working Hours Monday Thursday 8.30am-5pm Friday 8.30am-4.30pm.

Purpose of the job:

Define and shape the customer journey strategy across all touch points, platforms and systems

Create a seamless and consistent customer journey at every stage and touchpoint of the customer lifecycle.

Own, monitor and measure the end-to-end customer proposition, experience and performance of our customer journey

Understand the customer's needs, preferences, and behaviours, and using this information, improve the customer experience and drive customer loyalty and satisfaction.

Main Responsibilities:

Develop comprehensive customer journey maps to understand and document the end-to-end customer experience

Identify key touch points and moments of truth throughout the customer lifecycle

Responsible for the end-to-end customer journey, experience and performance of the customer journeys

Create smarter and more customer friendly solutions that make our customer journeys easy, intuitive and digitally led

Measure success of implementations and work with key stakeholders to adjust or adapt/change where implementations are not as effective as expected or there is a lack of customer engagement to ensure success.

Collaborate with key stakeholders and colleagues across the division to prioritise and deliver improved and enhanced customer journeys

Implement continuous improvement initiatives based on customer feedback and market trends.

Monitor and evaluate the success of implemented strategies and adjust as needed.

Leverage customer relationship management (CRM) tools and other relevant technologies to streamline processes and enhance the customer journey.

Stay updated on emerging technologies that can improve customer experience

Define and monitor key performance indicators (KPIs) related to customer satisfaction, retention, and overall journey success

Prepare and present regular reports to the leadership team, highlighting areas of improvement and success.

Knowledge and Skills

Knowledge

Understanding of project and programme management techniques and management of risk

Knowledge of B2B electricity and gas UK Retail business processes and systems is preferable

Familiarity with customer relationship management (CRM) systems.

Knowledge of marketing automation tools and analytics platforms

Understanding customer needs, behaviours and preferences through their journey

Analysing customer data to identify trends, pain points, opportunities and how effective the customer journey is

Skills

Ability to develop strong relationships and work effectively across multiple teams, whilst also being comfortable working in a fast paced agile environment

Prepared to take ownership and accountability for key deliverables (including resolution of risk events that arise from time to time) and to challenge the status quo.

Strong negotiator, highly influential with commercial acumen

Excellent communicator and facilitator with the ability to diffuse tense situations and deal with conflict across different levels of an organisation

Ability to analyse commercial performance, customer insight and journey funnel data to drive and track impact of changes.

Challenging the business to drive for an innovative solution; think out of the box and ensuring best in class solution designs

Evidence of making decisions which produce successful outcomes

Microsoft Office proficient

Project management skills and the ability to drive cross-functional collaboration.

Ability to produce accurate work within tight timescales

Highly organised

Ability to analyse data and provide insight

Presentation skills

Strong analytical skills with the ability to translate data into actionable insights

If interested, APPLY NOW! Alternatively, please send a copy of your CV to (url removed)

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