Customer Strategy Manager


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Recruiter: Cactus Search
Location: North East
Salary/Rate: £45 - £50k + 15% bonus + Car allowance
Job Reference: 5655
Description:

This role is based in the North East but will require travel across the sites. This position is paying £45,000 - £50,000 + 15% bonus + Car allowance.

 


This is a key investment as part of the business strategy and commitment to delivering its customer improvement agenda. The role will be responsible for the development and delivery of the Customer Experience strategy for all customers, across all touchpoints. This role will form part of the leadership team as part of a high profile function which has a critical role to play in the business and customer transformation of the business.

 


Experience:

Strong CS background and worked closely with operational departments to raise levels of service delivery
Continually improved and developed service offerings and looked at new ways of improving service
Identifies root causes or issues of service failings, identification of solutions and delivery of outcomes to address
Setting of targets and objectives to ensure operational excellence is delivered at all times

 

What we’re looking for..

This appointment requires an individual who is demonstrably passionate about the customer and customer experience. You will have to demonstrate your drive, tenacity and a proven track record of delivering sustainable customer led improvements.

 


The role holder will do this in a way that builds sustainable employee and customer satisfaction, through leadership of 3 functional areas:

Strategy – setting the customer service and customer experience Strategy 
Customer Experience – designing the CX improvement plan and outcomes/blueprint
CI Planning - defining and managing the overall prioritisation and roadmap of CI change

 

The role will be responsible for defining an insight led approach, setting direction and prioritisation ultimately across the continuous improvement agenda.

 


What you need to be...

Demonstrably passionate about the customer and customer experience
Able to quickly assimilate insight and use good judgement to prioritise and deliver against the Customer Experience Strategy
Collaborative and can able to influence to mobilise activity and ultimately deliver across the leadership population and functions
Strategically focussed think and able make sound commercial decisions and pragmatic in order to make impact from day one

 

Knowledge and Skills:

Customer Experience knowledge with developed skills in CX strategy and management activity within a very large customer service / contact centre environment
Proven experience in a senior role with responsibility for delivering major change programmes/projects into operational environment through process, people, comms and culture
Results orientated with a proven track record in delivery of Customer Experience improvement activities and expert understanding of CE principles and frameworks
The ability to facilitate an effective leadership team and oversee the linkage between strategy and business processes
Experience of working in a complex business environment and understanding of business plans and strategies

 

We endeavor to respond to all applications within a week, depending on the constraints of, and response to, the role. However, if you feel you’ve been waiting too long, please do get in touch and we’ll always do our best to give you feedback on your application.

Cactus Search is a niche UK specialist Call and Contact Centre recruitment business covering all Management disciplines including Sales, Telesales, Collections, Customer Service, Forecasting and Planning, Workforce Management, Process Improvement, Contact Centre Change, Project Management and Business Development. If you are seeking a career move and would like confidential discussions around industry opportunities do get in touch with one of our specialist team.

Posted on 12/12/2016

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