Customer Experience Manager

Refer a friend £50,000 - £60,000 per annum - Ref 882102

The Company:

Our client is one of the Europe’s leading specialist retail businesses.  With an enviable reputation and presence in the market they are one of most exciting and entrepreneurial places to work.  With ambitions to be renowned as one of the world’s leading multi-channel businesses they are looking to hire a Customer Experience Manager to own the delivery of Omni-Channel experiences. 

The Role:

In this role, you will define and design the omni-channel customer experience to ensure that all customers have a consistent experience across all touch points and channels including in-store, online, social media and mobile across their whole life-cycle.

Key responsibilities:

• Map the customer journey across all touch points and channels ensuring journeys are mapped at macro and micro level
• Evaluate the customer journey experience in terms of both customer and commercial value creation and measure increases in customer satisfaction metrics like NPS, improve revenue per customers, reduced costs per interaction.  
• Design and build new customer propositions across all channels and through all stages of the customer journey
• Design customer experiences for both well-established channels as well as new emerging ones in social media and Apps.
• Project management of business changes to improve experience and ensure the customer experience can be consistently delivered and operationalized.
• Research customer feedback recommending appropriate projects and initiatives to improve customer experience.and continually develop and build on this understanding.
• Co-Ordinate with various internal teams to ensure the delivery of customer experience projects. 

The Person:

We are looking for an experienced Customer Experience Manager with a background gained from a B2C environment.  You will have a demonstrable track record in driving end to end Customer Experience improvements and have an innate understanding of what works and what doesn’t.  You will be an extremely driven, entrepreneurial and self-sufficient individual with exceptional stakeholder management and influencing skills and the dynamism to operate in an extremely fast moving and agile business.

Position: Customer Experience Manager
Salary: £50-60,000 plus bonus and benefits
Location: London
Contact: Charlie Allen
Reference: 882102

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