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- Customer Experience Director
- Manchester & W.Yorkshire sites (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 100fte 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
With sites on the outskirts of Manchester & W.Yorkshire, 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)
