Customer Experience CX Manager

Salary: £44,000 - £48,000 per annum Location: Greater London,Central London Job Type: Permanent

Customer Experience Manager with a track record of CX, customer journey mapping, developing and optimising the customer journey across all touchpoints


ABOUT THE COMPANY

Our client is a lovely forward thinking national pet charity. This role is instrumental in elevating the importance of customer centricity in how the charity develops, grows and maintains their external customer/ supporter relationships.

ABOUT THE ROLE

NB - this role is NOT an opportunity in Customer Services or Customer Success Management.

What you'll be doing

• Review, develop and lead new customer journeys (working closely with the customer facing teams across the charity)
• Own central CX mapping tool
• Ensure the overarching customer CX experience is holistic and consistent across the charity, building life-time value 
• Identify ways to optimise customer communication and loyalty and deliver an improved experience across all touchpoints
• Develop and maintain KPI reporting

Why you'll love it here

• Salary £44k - £48k (depending on experience) plus bens
• Hybrid working (2 days/ week in the central London office)

ABOUT YOU

What we're looking for

• Proven track record in a CX or senior customer experience leadership role
• In-depth knowledge of CX, customer journey mapping and customer satisfaction metrics
• Experience of owning central CX mapping tool to fully exploit customer engagement opportunities
• Experience with CRM systems and customer feedback platforms and tools to gather and analyse customer input
• Strong analytical ability to convert data into actionable management information and insightful recommendations
• Experience working with contact handling teams to improve service delivery 

Our client is open to candidates with experience gained in the private or the charity sector.


NB - this role is NOT an opportunity in Customer Services or Customer Success Management.


You MUST have the right to work in the UK - visa sponsorship is not available.

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