Role information

Customer Experience Manager

Salary £60k
Role type Client Side, Permanent
Location Greater London, Central London
Unique organisation looking for their first customer experience role focusing on customer communication & engagement. You must have a strong comms background with a large customer experience focused company.


You will work for a fabulous property company in Central London with high profile clients and portfolios.


You will assume responsibility for communications to B2C and B2B customers and will bring the customer engagement strategy to life by defining the direction of all external customer communications and developing a communications plan though a variety of channels (offline, online, digital). You will ensure all communications are consistently on brand and of the highest quality. Key responsibilities include:

- create, deliver and embed a customer communications strategy for the business
- audit and review existing customer communications
- ensure all communications deliverables are customer focused and support the drive on increased customer satisfaction, the NPS and customer value
- deliver expert communications and market commentary, demonstrating the ability to translate complex information into clear, digestible and engaging content
- ensure all external communications are consistent with brand tone of voice
- demonstrate a solution-based approach and plan, schedule and deliver highly effective, targeted one-to-one and one-to-many communications with the customer front of mind
- evaluate the audience requiring a communication and target accordingly whilst ensuring all relevant customer facing teams are aware of the planned activities and timescales
- create content driven campaigns, delivering consistent and clear communications across the business to include strong editing, copy writing and proof reading

- considerable experience of CRM systems
- experience or understanding of operational delivery in a customer facing environment
- strong project management skills
- broader copywriting experience, either as a journalist, financial PR (agency or in-house) or a communications professional. Ideally in the financial, investment, business, technology, retail, utilities or hospitality sectors
- production of content for a variety of formats, including digital and social media

Apply now!

Further information

Discipline: Crm, Marketing Communications, Brand Management
Sector: Property & Construction, Retail
Posted: 23/5/2019
Ref: CJS-093121
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Hi I'm Caroline Simmonds

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