Customer Experience Manager

Recruiter
Cathedral Appointments Ltd
Location
Exeter, UK
Salary
Competitive
Posted
01 Jun 2019
Closes
20 Jun 2019
Ref
1158889802
Contract Type
Permanent
Hours
Full Time
My client is an ecommerce solutions business with a fascinating history and exciting future.
You will be joining a team of experienced support technicians and working very closely with frontend and backend developers, designers and partners, passionate about ecommerce and providing an excellent service.
Responsibilities:
As Customer Experience Manager you will be responsible for delivering the post-sales support service while also contributing overall business and product strategy.
Responsibilities include:
* Being part of the Executive team in developing and contributing to the delivery of the business and product strategy
* Managing the end to end delivery of the customer support experience
* Leading and managing your own team of (remotely based) support staff with a 'hands on' approach,
* Liaising with other teams - developers, account managers who contribute to customer service
* Retaining contracts by maintaining high customer satisfaction and delivering cost effective support to a wide variety of clients and business types
* Managing and implementing opportunities to develop internal processes and systems
* Spearheading the ongoing development of processes and procedures to define and document the support delivery process
* Owning the customer service interaction between the business and its customers
* Strengthening the team and identifying opportunities for improvement, training and development
* Ongoing development of measurement and statistical reporting to drive improvement and provide both Executive and team level reporting
Requirements:
To be successful you will have genuine passion for the digital industry and a demonstrable track record of delivering excellence and success in a customer support management role. Ideally degree educated with good business sense, a problem-solving mindset, tenacity and determination to see a problem through to a solution. You will be process driven and well organised with strong IT skills, knowledgeable and experienced in core website technologies.
You will have excellent communication and collaborative skills and be a natural relationship builder and influencer, confident liaising with clients, and internal and external providers. The ability and judgement to take a problem and chart an acceptable course to a solution making effective and efficient use of the resources available while maintaining communication to the client is essential.
Self-motivated and a quick learner you will be passionate about both your own and the Company's success. It is essential that you are comfortable working in a small, fast paced business dealing with remotely located colleagues and staff.
As part of a tight team, with a head office newly relocated to Exeter, you will need to be flexible and proactive and to take ownership and personal responsibility for success. Success in the role will be rewarded with expanded responsibility and influence.
The salary and package is negotiable depending on skill and experience, and will comprise an attractive basic salary and the potential for significant bonus based on company performance
Keywords: Customer Experience, Customer Success, Ecommerce Manager, Digital Marketing, Account Director, Account Manager, Customer Service Manager, Post Sales Manager, Ecommerce Agency, Jobs in Exeter, Jobs in Devon, Executive Jobs
Disclaimer: Cathedral Appointments Limited acts as an employment agency for permanent recruitment and as an employment business for the supply of temporary workers. By applying for this job, you accept our Privacy Policy which can be found on our website. Please be advised that if unsuccessful for this role we may hold your details on our database for 6 months, during which time you may be contacted for other suitable vacancies. If you do not want us to do this, please contact us

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