909 Customer Experience Manager jobs in the United Kingdom
Customer Experience Manager
Posted today
Job Viewed
Job Description
Client Experience Animation Events
- Defining the CEX animation and event plans to support all product launches, KCPs, store openings, pop-ups, outposts, corporate events and all other marketing moments across all channels.
- Sourcing, booking and purchasing of all required suppliers, supplies and tools to execute this plan within the budget defined by the Head Of Marketing.
- Liaising with the Senior CRM Manager to arrange GWPs and invitations to the events.
- Briefing the retail team ahead of the events.
- Collaborating with the Senior CRM Manager and Digital Marketing Manager to brief landlords and wholesale partners on all activity and secure communication support of the events.
- Uploading all relevant activities to the Diptyque website.
- Working with the VM Manager on VM guidelines to ensure the required VM standards are met with the event set-up.
- Maintaining internal calendars and administrative documents.
- Setting event targets, gathering post-event data, feedback and photos, and analysing results and ROI.
- Post-event qualitative and quantitative reporting to local market and HQ.
- Attendance and hosting at some events will be required.
- Any other tasks relating to the planning and execution of CEX events in all channels.
Client Workshops
- Planning of the Maison London client workshop schedule, including both B2C and B2B corporate offerings.
- Local adaptation of HQ workshop guidelines, and local concept creation for UK specific workshops and corporate workshops, in collaboration with the Training Manager.
- Sourcing, booking and purchasing of all required suppliers, supplies and tools to execute the plan within the budget defined by the Head Of Marketing.
- Liaising with the Senior CRM Manager to arrange GWPs/gifts for the workshops, and to ensure all workshops are uploaded into the Booxi booking system.
- Briefing the retail team ahead of the workshops and providing/arranging any training required, in conjunction with the Training Manager.
- Briefing the Digital Marketing Manager to create supporting paid social campaigns to drive workshop ticket purchases.
- Working with the VM Manager on VM guidelines to ensure the required VM standards are met with the workshop set-up.
- Maintaining internal calendars and administrative documents.
- Gathering post-workshop data, feedback and photos, and analysing results and ROI.
- Post-workshop qualitative and quantitative reporting to local market and HQ.
- Ownership of the above tasks for all corporate and wholesale client workshops.
- Attendance and hosting at some workshops will be required.
- Any other tasks relating to the planning and execution of client workshops in all channels.
Other Duties
- Local management of the client experience measurement programme, including planning, analysis and reporting; collaborating with the marketing, commercial and HR teams to create and execute action plans.
- Forecasting of all POSM related to client experience.
- Collaborating with the UK Marketing, Commercial and Corporate teams on all topics and activities that enrich client experience, both B2C and B2B.
- Supporting the Training Manager with the implementation of new client services, and the maintaining of existing services, such as fragrance consultations, fragrance refill, engraving.
- Shared day-to-day management of the Marketing Intern on all CEX-related tasks.
- Attending monthly and fortnightly meetings with HQ.
- Ad hoc reporting and presentations.
- Team support of all UK marketing events, client or other.
Key Profile Requirements
- Minimum of 5 years of experience in luxury retail client experience.
- Experience planning and managing both small and large-scale events, including the budget.
- Highly developed interpersonal, verbal, and written communication skills, including outstanding presentation skills.
- Team player and client centric mindset.
- Proactive, agile and flexible with innovative problem-solving skills.
- Strong organisational skills and precise attention to detail.
Customer Experience Manager
Posted today
Job Viewed
Job Description
Key Responsibilities:
- Develop and execute a comprehensive customer experience strategy.
- Map and analyse customer journeys to identify areas for improvement.
- Implement initiatives to enhance customer satisfaction, loyalty, and retention.
- Manage customer feedback collection and analysis systems (surveys, reviews, social media).
- Collaborate with cross-functional teams to ensure a consistent and positive customer experience.
- Develop and deliver training programs to customer-facing staff on CX best practices.
- Monitor and report on key customer experience metrics (NPS, CSAT, CES).
- Act as a champion for the customer within the organisation.
- Identify and implement new technologies and tools to improve customer engagement.
- Stay informed about industry trends and best practices in customer experience management.
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- Minimum of 5 years of experience in customer experience, customer service management, or a related field.
- Proven experience in developing and implementing successful CX strategies.
- Strong understanding of customer journey mapping, voice of the customer programs, and CX metrics.
- Excellent analytical, problem-solving, and strategic thinking skills.
- Exceptional communication, presentation, and interpersonal skills.
- Proficiency in CX software and CRM systems.
- Experience managing remote teams or working effectively in a remote environment.
- Ability to influence stakeholders at all levels of the organisation.
- A passion for delivering outstanding customer service.
Customer Experience Manager
Posted 1 day ago
Job Viewed
Job Description
Responsibilities:
- Develop and execute a comprehensive customer experience strategy.
- Map and analyze the customer journey to identify areas for improvement.
- Collect and interpret customer feedback (surveys, reviews, support interactions).
- Collaborate with cross-functional teams to implement CX enhancements.
- Champion customer-centric initiatives throughout the organization.
- Define and track key CX metrics (e.g., NPS, CSAT, CES).
- Manage customer feedback platforms and tools.
- Stay current with CX best practices and emerging trends.
Qualifications:
- Bachelor's degree in Marketing, Business, or a related field.
- Proven experience in Customer Experience (CX) management or a similar role.
- Strong understanding of customer journey mapping and user research methodologies.
- Proficiency with CX software and analytics tools.
- Excellent analytical, problem-solving, and communication skills.
- Demonstrated ability to influence stakeholders and drive change.
- Experience in an e-commerce or digital business environment is preferred.
Customer Experience Manager
Posted 4 days ago
Job Viewed
Job Description
Responsibilities:
- Develop and implement strategies to improve customer satisfaction and loyalty.
- Manage and lead the customer service team, setting performance goals and providing coaching.
- Analyze customer feedback, surveys, and metrics to identify trends and areas for improvement.
- Oversee the resolution of escalated customer issues and complaints.
- Collaborate with other departments to ensure a seamless customer experience.
- Design and implement customer service training programs.
- Monitor and report on key customer experience metrics (e.g., NPS, CSAT).
- Champion a customer-centric culture throughout the organization.
- Identify opportunities to leverage technology to enhance customer service.
- Continuously evaluate and refine customer service processes and workflows.
- Proven experience in a customer experience or customer service management role.
- Strong understanding of customer service principles and best practices.
- Excellent leadership, team management, and coaching skills.
- Proficiency in customer relationship management (CRM) software.
- Strong analytical and problem-solving abilities.
- Excellent communication, interpersonal, and conflict-resolution skills.
- Experience with customer feedback tools and analysis.
- Ability to work effectively in a hybrid work environment.
- Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
Customer Experience Manager
Posted 4 days ago
Job Viewed
Job Description
As the Customer Experience Manager, you will oversee all aspects of customer interaction across various touchpoints, including pre-sales inquiries, post-sales support, and feedback mechanisms. You will analyse customer data to identify pain points and opportunities for improvement, leading initiatives to optimize service delivery. This role requires a deep understanding of customer psychology, excellent analytical skills, and the ability to inspire and manage a remote customer support team. You will be instrumental in building a customer-centric culture throughout the organisation.
Key responsibilities include:
- Developing and executing a comprehensive customer experience strategy aligned with business goals.
- Managing the customer support team, providing guidance, training, and performance evaluations.
- Monitoring key customer experience metrics (NPS, CSAT, churn rate) and identifying trends.
- Implementing new customer service technologies and processes to improve efficiency and effectiveness.
- Creating and maintaining customer support documentation, including FAQs, knowledge bases, and service level agreements.
- Collaborating with marketing, sales, and product teams to ensure a seamless customer journey.
- Handling escalated customer issues with professionalism and efficiency.
- Gathering customer feedback through surveys, reviews, and direct communication to inform business decisions.
- Championing a customer-centric approach across all departments.
- Reporting on customer experience performance and recommending strategic improvements.
Customer Experience Manager
Posted 9 days ago
Job Viewed
Job Description
Key responsibilities will include:
- Designing and implementing customer experience strategies aligned with business objectives.
- Managing the day-to-day operations of the customer service and helpdesk teams, ensuring efficient and effective support.
- Monitoring customer feedback through various channels (surveys, reviews, direct interactions) and identifying areas for improvement.
- Developing and maintaining customer service protocols, scripts, and knowledge bases.
- Training, coaching, and motivating the customer support team to achieve key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
- Collaborating with other departments (e.g., Sales, Marketing, Product Development) to ensure a seamless customer experience.
- Analyzing customer data to identify trends, insights, and opportunities for service enhancement.
- Resolving complex customer escalations and ensuring timely and satisfactory resolution.
- Reporting on customer experience metrics and providing actionable insights to senior management.
Customer Experience Manager
Posted 9 days ago
Job Viewed
Job Description
Key Responsibilities:
- Lead, mentor, and develop a team of customer service professionals, fostering a culture of high performance and continuous improvement.
- Design and implement customer service strategies that align with business objectives and enhance overall customer satisfaction.
- Oversee daily customer service operations, ensuring efficient handling of inquiries via phone, email, and chat.
- Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores (CSAT).
- Develop and maintain comprehensive knowledge bases and support documentation.
- Identify trends and insights from customer feedback to drive service enhancements and product improvements.
- Manage customer escalations, resolving complex issues with empathy and professionalism.
- Collaborate with other departments (e.g., Sales, Product Development) to ensure a cohesive customer journey.
- Implement and manage customer feedback mechanisms (e.g., surveys, reviews).
- Stay abreast of industry best practices and emerging technologies in customer service.
- Contribute to the development of training programs for new and existing team members.
- Demonstrable experience in a customer service management or team lead role.
- Strong understanding of customer service principles and best practices.
- Proven ability to lead, motivate, and manage a team effectively.
- Excellent communication, interpersonal, and problem-solving skills.
- Experience with CRM systems and customer support software.
- Ability to analyse data and generate actionable insights.
- A proactive and results-oriented mindset with a focus on customer advocacy.
- Bachelor's degree in Business Administration, Marketing, or a related field is advantageous.
- Experience in the (Industry Sector - e.g., Tech/Retail/Finance) industry is a plus.
- Adaptability to evolving customer needs and business priorities.
Be The First To Know
About the latest Customer experience manager Jobs in United Kingdom !
Customer Experience Manager
Posted 9 days ago
Job Viewed
Job Description
Key Responsibilities:
- Develop and implement customer experience strategies to drive satisfaction and retention.
- Analyze customer feedback from various channels (surveys, reviews, direct interactions) to identify areas for improvement.
- Design and map customer journeys, identifying key touchpoints and opportunities for enhancement.
- Train and mentor customer service teams on best practices in customer interaction and problem resolution.
- Collaborate with cross-functional teams (sales, product, marketing) to ensure a consistent and positive customer experience.
- Develop and maintain customer service standards and protocols.
- Manage customer escalations and ensure timely and effective resolution of complex issues.
- Monitor key customer experience metrics (NPS, CSAT, CES) and report on performance.
- Champion customer-centric initiatives throughout the organization.
- Stay up-to-date with industry best practices and emerging trends in customer experience management.
The ideal candidate will have a minimum of 4 years of experience in customer service management or a related field. Strong analytical and problem-solving skills are essential, along with excellent communication and interpersonal abilities. Experience with CRM systems and customer feedback tools is a must. A passion for delivering exceptional customer service and a commitment to continuous improvement are crucial for success in this role.
Customer Experience Manager
Posted 10 days ago
Job Viewed
Job Description
Responsibilities include:
- Developing and implementing customer service strategies to enhance overall satisfaction and retention.
- Managing and mentoring a team of customer service representatives and technical support specialists.
- Establishing key performance indicators (KPIs) and monitoring team performance against these metrics.
- Analyzing customer feedback and support data to identify areas for improvement.
- Designing and optimizing support workflows and processes for maximum efficiency.
- Ensuring timely and effective resolution of customer inquiries and technical issues.
- Collaborating with product and sales teams to address customer needs and communicate insights.
- Implementing customer service best practices and training programs.
- Acting as a point of escalation for complex customer issues.
- Maintaining up-to-date knowledge of company products and services.
The successful candidate will have a proven background in customer service management, with a strong understanding of helpdesk operations and CRM systems. Exceptional leadership, communication, and problem-solving skills are paramount. Experience in the technology sector is preferred. This role requires a commitment to on-site presence to foster team cohesion and provide direct leadership within the Bristol office.
Customer Experience Manager
Posted 11 days ago
Job Viewed