Customer Experience Manager
  Competitive
  Gillingham, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Application deadline - 17th March 2019



A rare opportunity to join this unique transport business in its exciting journey ahead

Following a period of rapid expansion The Kings Ferry Group is seeking an experienced Customer Experience Manager to join the team. This is an opportunity for a proven, process driven Customer Experience Manager to take responsibly for the end to end customer journey across a number of service propositions.

Working closely with senior stakeholders across the Group you will utilise your skills to identify and analyse potential issues and opportunities, develop a customer roadmap and initiatives to deliver process improvements which create more seamless, more effective and more efficient customer experiences.

As the subject matter expert you will drive customer centricity and process improvements. Deliver root cause analysis and customer insight to help drive business change strategies.

This is a new role where you will be tasked with defining and delivering an award winning, industry leading customer experience. To do this successfully you will need to be an excellent communicator, a great influencer and able to work collaboratively with key stakeholders across the business

Primary role:

• Responsibility for designing, developing and embedding an effective Customer Experience Strategy across The Kings Ferry Group
• Embed a customer centric culture across the business. Leading the delivery of key customer work streams
• Identify, prioritise and develop customer experience improvements and outcomes in order to deliver sustainable customer satisfaction, increased service efficiency and a positive impact on business growth and performance
• Deliver stand out customer journeys across all Kings Ferry Group service propositions
• Work closely with the Operations Management Team to provide insight & direction on ways we can improve service delivery standards to our customers
• Increase customer satisfaction (Trustpilot and NPS scores)
• Reduce YOY customer churn
• Formulate a robust Customer Experience KPI Deck that shows how the business is performing in key areas
• Responsibility for complaint management across the Group. Ensuring complaints are dealt with in the required SL’s. Conducting root cause analysis to identify areas for improvement
• Create tools which enable customers to have a ‘voice’
• Become the Customer Experience Champion across the Group



The ideal candidate will possess the following skills:

• You will have a strong background in Customer Experience whilst being a strategic thinker to drive the CX agenda across the Kings Ferry Group
• Demonstrable track record in a senior customer experience/service role
• Strong experience of customer journey mapping
• Experience of Voice of the Customer/customer insights projects
• To be proactive and flexible individual who seeks changes which lead to business improvement
• Great interpersonal skills with the ability to communicate effectively at all levels
• Excellent understanding of technology and its effective application in improving customer experience
• Tenacious, resilient and desire to work in a fast paced agile environment

If you would like to be a part of a world class team & feel that you have the right skills and experience to join our exciting organisation then we would love to receive your CV

Highly competitive salary package on offer.
Attractive benefits commensurate with plc


Advertiser: Direct Employer

Reference:

Posted on: 2019-03-21 11:10:21

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Gillingham, Kent

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Customer Experience Manager
  Competitive
  Gillingham, Kent
  permanent,full-time

This Job Has Expired! This advert has now been deleted by the advertiser, the details below are for information only.


Application deadline - 17th March 2019



A rare opportunity to join this unique transport business in its exciting journey ahead

Following a period of rapid expansion The Kings Ferry Group is seeking an experienced Customer Experience Manager to join the team. This is an opportunity for a proven, process driven Customer Experience Manager to take responsibly for the end to end customer journey across a number of service propositions.

Working closely with senior stakeholders across the Group you will utilise your skills to identify and analyse potential issues and opportunities, develop a customer roadmap and initiatives to deliver process improvements which create more seamless, more effective and more efficient customer experiences.

As the subject matter expert you will drive customer centricity and process improvements. Deliver root cause analysis and customer insight to help drive business change strategies.

This is a new role where you will be tasked with defining and delivering an award winning, industry leading customer experience. To do this successfully you will need to be an excellent communicator, a great influencer and able to work collaboratively with key stakeholders across the business

Primary role:

• Responsibility for designing, developing and embedding an effective Customer Experience Strategy across The Kings Ferry Group
• Embed a customer centric culture across the business. Leading the delivery of key customer work streams
• Identify, prioritise and develop customer experience improvements and outcomes in order to deliver sustainable customer satisfaction, increased service efficiency and a positive impact on business growth and performance
• Deliver stand out customer journeys across all Kings Ferry Group service propositions
• Work closely with the Operations Management Team to provide insight & direction on ways we can improve service delivery standards to our customers
• Increase customer satisfaction (Trustpilot and NPS scores)
• Reduce YOY customer churn
• Formulate a robust Customer Experience KPI Deck that shows how the business is performing in key areas
• Responsibility for complaint management across the Group. Ensuring complaints are dealt with in the required SL’s. Conducting root cause analysis to identify areas for improvement
• Create tools which enable customers to have a ‘voice’
• Become the Customer Experience Champion across the Group



The ideal candidate will possess the following skills:

• You will have a strong background in Customer Experience whilst being a strategic thinker to drive the CX agenda across the Kings Ferry Group
• Demonstrable track record in a senior customer experience/service role
• Strong experience of customer journey mapping
• Experience of Voice of the Customer/customer insights projects
• To be proactive and flexible individual who seeks changes which lead to business improvement
• Great interpersonal skills with the ability to communicate effectively at all levels
• Excellent understanding of technology and its effective application in improving customer experience
• Tenacious, resilient and desire to work in a fast paced agile environment

If you would like to be a part of a world class team & feel that you have the right skills and experience to join our exciting organisation then we would love to receive your CV

Highly competitive salary package on offer.
Attractive benefits commensurate with plc


Advertiser: Direct Employer

Reference:

Posted on: 2019-03-21 11:10:21

I want to receive the latest job alerts for:

jobs in Gillingham, Kent

By creating a job alert, you agree to our Terms . You can change your consent settings at any time by unsubscribing or as detailed in our terms.

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  New Appointments Group

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