Customer Experience Director Full Time

City, Manchester
Michael Page

• Customer Experience Director
• Manchester Area (potential for hybrid)
• Lead both Contact Centre Operation & CX Journey Mapping
• Lead implementation of new systems and channel usage
• Generous salary on offer plus benefits package including bonus

Client Details

Page Group are delighted to be working in partnership with a key client who are now looking to appoint a new Customer Experience Director to the business. The role will drive considerable change across the business area and work closely with key areas within the wider business

Description

• Direct leadership and management of a 150fte Contact Centre Operation (B2B Customers) broken into key business areas including Customer Service, Complaints, Account Management and Retention’s
• Own and manage the Customer Experience programme across the business, looking at all customer touch-points across the wider operations, and identifying ways to improve the customer journey and satisfaction
• Be the voice off the customer within the business, championing best customer outcomes and understanding how business decisions impact the customers – focusing on best customer outcomes
• Design, implement and embed new process and procedures that are focused on meeting the needs of customers, deliver against contractual agreements and drive efficiency across the business
• Lead the implementation of new systems and channel usage in an already multi channel contact centre environment. Giving B2B customers the opportunity to communicate in a way that works for them
• Encourage the adoption of digital and self service options for customers where suitable
• Develop and lead teams to deliver to a range of productivity and service KPI’s, maximising quality, efficiency and customer delivery
• Design and implement a new integrated operating structure supporting all customers, including leading change management activities
• Ownership and improvement of NPS and CSAT scores across the operation, striving to deliver constant improvement
• Lead all continuous improvement activities across the business areas
• Manage, analyse and use all available data to create actionable insight that will identify and drive positive change across the customer journey and contact centre operation

Profile

• Experience leading a multi-channel contact centre function
• Experience delivering against multiple / varying SLA’s
• Experience leading a CX Journey or programme
• Understanding on Contact Centre Systems and Contact Channels – including implementations
• Ability to demonstrate leadership of change management
• Ability to interpret and manage data streams
• Extensive stakeholder management across all level

Job Offer

A fantastic opportunity has arisen to join an industry leading business as their new Customer Experience Director.

This is a pivotal role within the business and will deliver against key business objectives

Based in the Outskirts of Manchester the role will offer hybrid working long term, and will include occasional travel (the successful candidate will have a full UK Driving Licence)

A generous salary is on offer for the role along with great benefits and bonus potential (will be disclosed)