Senior Customer Experience Manager

£60k

Hybrid working

West Yorkshire

Forward Role are working with a leading retail business to recruit a Senior Customer Experience Manager/ Customer Insight Lead.

You will be the driving force behind understanding customer behaviour, gathering actionable insights and translating those insights into meaningful retention strategies.

Responsibilities:

Work closely with the Customer Care, Retention and CRM teams to ensure that customer data drives everything they do
Focus on increasing retention, enhancing customer satisfaction, and optimising the overall customer journey
Lead customer research, identify key trends in customer data and develop strategies based on data-driven insights to improve customer loyalty, reduce churn and optimise engagement
Partner with cross-functional teams to influence product development, marketing, and customer support efforts based on customer feedback and insights
Reporting, budget management & strategic decision-making

What you will need:

Proven experience in customer experience, customer insights or related role, with a strong focus on data-driven retention strategies
Expertise in using CRM tools, analytics platforms and customer survey tools to gather, analyse and interpret data
Strong understanding of customer retention techniques and experience developing and implementing retention strategies that drive measurable improvements
Excellent communication and stakeholder management skills, with the ability to present data-driven insights to senior leadership
Analytical mindset with the ability to turn data into actionable, impactful strategies
Experience with D2C eCommerce brands is a plus

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