CUSTOMER SERVICES TEAM LEADER/MANAGER - Brand New Role
Best in class Customer Services/Customer Experience Manager is needed for this ever-growing and very well established retail business.
Working as part of the senior leadership team, this is a fantastic new role which will allow you make your mark and put your own stamp on all things customer experience oriented. Business critical, you will be absolutely involved at the core of business strategy, and will be key in driving the below:
- Designing and leading a customer service mantra which will incorporate all aspects of the customer journey with sales and retentions at the heart of your strategy
- Leading a team who are providing live chat and real time customer contact
- Design and lead all aspects relating to customer loyalty
- Challenge current processes/status quo, and and design and present a great customer service agenda to the Board
- Lead and build reports to devise accurate MI around customer feedback for use in commercial strategy
- Lead and drive competitor analysis and feedback to Board with findings
You will have an exceptional track record in all of the above and will live and breathe customer service. You'll have a really energetic, team orientated and dynamic approach, and will be super passionate about all areas of process and continuous improvement.
If you feel that you really want this challenge, and that you're the right person to take the business to the next stage of its expansion, please do get in touch with me.