Customer Experience Manager

Customer Experience Manager

Jackson Hogg is looking to recruit a Customer Experience Manager for a growing manufacturing organisation based in Thetford.

Role Overview

As a Customer Experience Manager, you will play a crucial role in enhancing the customers' journey from initial contact through post-purchase. Your primary responsibility will be to ensure the customers receive outstanding service and support, fostering loyalty and satisfaction.

Responsibilities

Customer Journey Mapping:

• Analyse and map the end-to-end customer journey to identify pain points and opportunities for improvement.
• Develop and implement strategies to enhance each stage of the customer experience.

Customer Feedback Management:

• Collect, analyse, and interpret customer feedback from various channels (surveys, reviews, direct feedback).
• Implement action plans based on customer insights to improve service and product offerings.

Service Excellence:

• Establish and enforce customer service standards and best practices across all touchpoints.
• Be the customers’ champion within the business, ensuring key stakeholders are aligned to meet deadlines and exceed expectations
• Update, maintain and improve all data on business systems to ensure customer records are up to date – phone, email, contact, quote dates
• Undertake key departmental administration tasks in support of the overall team goals , using business system e.g. Pipedrive, Winman, CalcuQuote
• Internally project manage customer orders, to ensure on-time delivery (OTD) and on-time in full (OTIF) targets are met

Performance Monitoring:

• Develop and track key performance indicators (KPIs) related to customer satisfaction and loyalty.
• Regularly report on customer experience metrics to senior management and recommend improvements.
• Deliver updates on account statuses at the weekly operations and commercial team meetings
• Prepare and present customer account data, including spend, number of quotes, quote success rate, OTD, OTIF at quarterly business meetings/reviews

Problem Resolution:

• Handle escalated customer complaints and issues with empathy and efficiency.
• Implement solutions to prevent recurring issues and enhance overall customer satisfaction.

Cross-Functional Collaboration:

• Work closely with procurement, finance, operations and other departments to ensure a seamless customer experience.
• Advocate for the customer in strategic planning and decision-making processes.

Innovation and Improvement:

• Stay current with industry trends and emerging technologies to continuously enhance the customer experience.
• Lead initiatives and projects aimed at improving customer engagement and satisfaction.

Qualifications and Competencies

• Proven experience in customer experience management or a similar role, preferably within the electronics supply chain or manufacturing industry.
• Strong analytical skills with the ability to interpret data and make data-driven decisions.
• Excellent communication and interpersonal skills.
• Ability to lead and inspire business stakeholders to succeed.
• Proficiency in customer relationship management (CRM) software and other relevant tools.
• Creative problem-solving abilities and a customer-centric mindset.
• Dynamic, engaging and positive personality
• Highly adaptable and able to respond positively to change
• Resiliency and ability to respond positively to setbacks
• Early recognition and appropriate escalation of potential challenges and concerns