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Customer Experience Manager

Employer
Michael Page Sales
Location
England, Surrey, Farnham
Salary
£50000 - £60000 per annum + Incentives, Benefits
Closing date
7 Jun 2022

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Business Sector
Food & Drink
Contract Type
Permanent
Hours
Full Time
Function
Customer Services, Sales
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Job Details



A fantastic and rare opportunity has arisen for a successful and driven team manager - with experience in sales, customer service / care and coaching leading and developing their people to join my client as their new Customer Experience Manager. The successful applicant will be a passionate people person and thrive when developing and growing this customer facing team.

Client Details

My client is an innovative and fast-growing health and wellness business.

Description

The Customer Experience Manager will:
  • Lead an amazing inbound and outbound UK based team (Call Centre and Customer Service sector) of 8 customer care specialists ensuring the very highest standards of quality across all customer touchpoints including calls, emails, Zendesk, Trustpilot and Amazon enquiries and leads
  • Lead and drive the customer experience team to deliver an exceptional experience, exceed expectations, ensuring that brand values, tone and service strategy principles are always adhered to in all customer interactions
  • Proactively analyse customer insights to drive improvements and prioritise plans
  • They will track, escalate and report all technical and customer complaints and queries to appropriate team members and management
  • They will work with all teams within the business to identify any causes of issues, avoid repeating any issues, driving best practice and all times and raising the benchmark of the customer experience in then process of doing so
  • Manage and develop all current on ongoing procedures and practices to enhance both the efficiency and quality of the teams response regardless of channel and improve the ease and speed of reporting processes
  • Identify any opportunities and make recommendations for further improvements to the customer journey that will drive customer satisfaction, loyalty and profitability to the business
  • Be responsible for the day-to-day management, training and mentoring of the team, creating a positive, harmonious and productive working environment where the team both trust and respect the business, their colleagues and the amazing journey they can go on, having pride in what they do each and every day


Profile

The Customer Experience Manager will come with the following skills and experience:
  • Someone who has experience of managing an internal sales or customer service team but with a focus on commercial targets, KPIs, as well as very strong training and development of the team
  • Someone who has experience of managing a small but growing the team also
  • They will be obsessed by delivering a first-class customer experience and constantly focused on exceeding customer expectations and continuous improvement
  • Future-focused and able to strategize on how the customer experience should grow and evolve over time
  • Strong commercial focus, ideally coming from an FMCG, Consumer Goods, Healthcare, Wellness, Medical or similar product background where the experience of the customer is crucial to brand and reputation
  • Demonstrable experience of driving great results, quantified in various ways through revenues, profit, satisfaction scores or other measurables
  • Motivated and passionate about making a real difference not only to the customers' everyday lives but also to a business that is growing and wanting to part of the future of this business
  • Strong experience at mentoring, guidance and coaching of teams members - relishing the opportunity to work with a team who want to improve every day
  • Extremely well organised, strong attention to detail and excellent presentation skills
  • Patient and calm, able to create a great working environment for a hard-working team
  • Excellent communication skills, both internally and externally
  • Ideally someone who is very passionate about health and wellness
  • The successful candidate will need to be office-based in the Farnham area (Surrey)


Job Offer

circa £50,000 to £60,000 (DOE) + incentives and benefits

Company

Michael Page Sales UK is a leading professional recruitment consultancy covering permanent, interim and contract recruitment. We have UK wide coverage with ten offices located in London, Weybridge, Reading, Birmingham, Bristol, Leicester, St Albans, Manchester, Leeds and Glasgow. The core markets we serve are Consumer, Business Services, Media, IT/Telco, Financial Services, Healthcare and Technical Sales, with a dedicated person or team in each location specialising in each of these sectors. The clients we work with are as diverse as the candidates we represent; from Blue Chips to SMEs, and Sales Execs to Sales Directors. Our Consultants are typically from relevant sales backgrounds giving first hand experience of the roles we recruit for. We pride ourselves on delivering unrivalled service levels to our candidates and our clients, our track record of success over the past 20 years means we stand out.

Within our Consumer Sales Division we have consultants within each of the 10 offices who dedicate themselves to this sector and no other. Our specialist capability is demonstrated further as we focus on sub sectors such as food, drink, household, foodservice, consumer electronics, apparel, health & beauty, consumer healthcare, pet and sports. Some of our key clients include Colgate, Beiersdorf, Dr Oetker, Johnson & Johnson, Matthew Clark, PZ Cussons, Kellogg’s, 2 Sisters, Samsung, Seven Seas, Twinings, Unilever, Reckitt Benckiser, SC Johnson, Warburtons, InBev, Kettle Chips, Hallmark, Luxottica, McCain, Britvic, General Mills, and Molson Coors to name but a few!

Michael Page Sales UK is part of Michael Page International with operations in the UK, Continental Europe, Asia-Pacific and the Americas. As well as looking for high quality candidates for our clients, we are also always looking for top talent to work for us

Join in the discussion in our LinkedIn group Michael Page Sales - UK

 

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