Do you have a passion for exceeding customer expectations?
Are you continuously striving to make sure your customers are getting the very best service from you and your team?
This role will require you to be the champion of customers – far more than just managing the customer service team, you will strategise and lead the way in ensuring every interaction a customer has with the brand leaves them feeling loved and respected.
You will be solely responsible for developing the overall customer experience strategy, across all consumer touchpoints including social media, email & telephone. You will handle the operational needs of the customer service team, leading a positive work environment that supports a high customer experience morale.
Pivotal to the role is your ability to embed core, tested customer experience standards and technologies. You will understand the financial drivers of customer experience, engagement and loyalty and work alongside the CRM & Community Manager to ensure your customer experience strategy is cohesive across all consumer touchpoints
Furthermore, you will develop and grow a customer experience team with clear accountability, ensuring they develop the capability and expertise in customer experience disciplines, create and circulate monthly reports and mange/resolve any complaints and support on the customer experience needs from an international expansion perspective.
To qualify for this incredible role, you must have:
– 5+ years’ experience working in a customer success or customer experience role (consideration might be given to a full ranging customer service manager role)
– Been working for a FMCG brand
– Experience of successfully managing a team
– Evidence of team development and implementing changes or improvements
– Solid collaborative, consultative, problem solving and analytical skills
– Excellent written and oral communication skills and ability to build strong working relationships
For registration purposes please could you let us know where you are currently based or which locations you are considering as well as your required salary and notice period.
Please upload a Microsoft Word version of your CV where possible, excluding textboxes or images, as this can affect the consultant’s job matching process and therefore your details may not be picked up for a role. If you don’t have a up to date CV please just give us a ring for a confidential chat via the number on our website.