Customer Experience Manager | UK, MOR
July 26
🏢 In-office - London
Description
• Undertake a holistic approach to our global Quality of service delivered in CS and drive improvement across our CS processes to help us deliver outstanding service to our customers • Understand what can deter us from fostering positive experience and drive improvements on mission-critical customer journey touchpoints • Own customer complaints and US error escalations, ensuring prompt resolution and customer satisfaction • Collaborate with other departments to ensure a consistent and cohesive customer experience across all touchpoints • You work with our Leadership Team to identify key detractor areas that need support to drive change • Manage a team: you will be managing a small team that focuses on resolving customers complaints and you will help drive immediate intervention to unresolved journeys • Work as a cross-team ambassador, liaising between Product & Ops teams: You will be a cross-functional advocate of providing good customer outcomes and being the voice of the customer within the business • Travel to meet our team around the globe to listen to their experience and drive change where necessary
Requirements
• Minimum of 5 years of experience in similar roles • Proven track record of effectively managing and resolving customer complaints • Experience in a leadership role with demonstrated ability to mentor and develop team members • Excellent communication skills, both written and verbal, with a strong ability to listen and empathize with customers • Customer centric-mindset • Strong problem-solving skills and the ability to think critically and strategically • High level of organization and attention to detail • Ability to analyze data and prepare detailed reports • Strong leadership and team management skills
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