Senior Customer Experience Manager

Trade Recruit is proud to be recruiting on behalf of one of our esteemed clients for a highly experienced Senior Customer Experience Manager. This is a pivotal leadership role, perfect for a dynamic and strategic professional who can shape and elevate the entire customer journey. The successful candidate will be responsible for driving innovation, enhancing service delivery, and ensuring outstanding customer satisfaction at every touchpoint.

About the Role

As the Senior Customer Experience Manager, you will be at the forefront of developing and executing a robust customer service strategy. You will work closely with cross-functional teams to streamline operations, optimise customer interactions, and drive long-term customer loyalty. This role is about more than just management; it is about making a significant impact on how the business delivers excellence in service, fosters brand advocacy, and retains customers.

Key Responsibilities

• Develop and execute a customer service strategy that enhances satisfaction, engagement, and retention.
• Lead, mentor, and inspire a high-performing customer experience team to deliver best-in-class service.
• Oversee all aspects of customer service operations, ensuring efficiency, effectiveness, and scalability.
• Implement and refine customer feedback mechanisms, using insights to drive continuous improvement.
• Collaborate with senior leadership to align customer service objectives with overall business goals and growth strategies.
• Design and implement policies and procedures to enhance service delivery and customer support response times.
• Monitor and analyse key customer service metrics, identifying areas for improvement and taking proactive measures.
• Drive digital transformation initiatives to enhance customer interactions and self-service capabilities.
• Build and maintain strong relationships with key stakeholders to ensure a seamless customer experience.
• Handle complex customer escalations, ensuring resolution in a timely and professional manner.
• Stay updated on industry trends and innovations to bring fresh, customer-centric ideas to the organisation.

What We’re Looking For

• Proven experience in a senior customer service, customer experience, or operations leadership role.
• A strategic thinker with the ability to drive customer service transformation and innovation.
• Strong leadership and people management skills with a track record of developing high-performing teams.
• Excellent problem-solving abilities with a customer-first approach and a keen eye for detail.
• Ability to interpret and leverage data insights to improve service quality and business performance.
• Exceptional communication and stakeholder management skills, with the ability to influence at all levels.
• Experience in implementing customer service technologies and automation tools to enhance efficiency.
• Adept at managing change in a fast-paced, customer-driven environment.

Why Join?

• A unique opportunity to shape and lead a high-impact customer experience function.
• Work with a forward-thinking company that prioritises customer excellence and innovation.
• Be part of a dynamic leadership team dedicated to improving customer engagement and satisfaction.
• Competitive salary and comprehensive benefits package, including professional development opportunities.
• The chance to make a meaningful difference in customer relationships and business success.

If you are an experienced Head of Customer Service, Customer Experience Leader, or Senior Customer Service Manager looking for a rewarding challenge, we want to hear from you. Apply today and take the next step in your career!

Please note: This is an office-based role in Peterborough.