Posted in: Marketing in Newcastle upon Tyne | Posted: |
Customer Experience Manager
Full time permanent: Hybrid: - 3 days office – 2 WFH
Salary: Upto £40,000k + benefits
Location: Newcatle / Northeast Newcastle
Sector / Industry: Media, creative, design, print, office, logo, POS
Our client is a market leading design organisation and this is an excellent opportunity to join in a Customer Success / Experience Manager role. This is a new role to the business and you will be able to add real value to internal processes, operations & customer engagement in a fast-paced shared services design commercial team. You will be providing expert insight on customer-to-business interactions, improve overall experience through product support and handling customer end-user complaints requests.
Key Areas: -
* Fast-paced – muti channel
* Efficiency improvements - continuous business improvement managing risk
* Manage customer requirements / expectations
* Being self-motivated, solutions focused and a credible, first-class communicator
Responsibilities
* Establish and maintain effective customer relationships
* Handle, track and resolve customer requests and complaints
* Develop management-level reporting of issue categories and routes to resolution
* improve overall experience through product support and handle customer end-user complaints requests
* Support with consumer strategy and experience + how it should be delivered
* Take part in regular conversations with customers to review prior period post sales & support successes and challenges and plan for next period post sales activities
* Analyse progress and customer response, update senior leadership and advice measurable insights on how customer experience could be made better
* Communicate brand and products effectively and cross-functionally (sales, product, marketing) and externally (customers) over multiple formats
* Help identify and implement optimum engagement practices to achieve customer experience and retention
* Oversee systems, troubleshoot technical issues, and champion a smooth customer journey & end result
* Collaborate with cross-departmental teams for project execution.
Skills Required
• Bachelor's degree in communications, marketing, business administration or a related field
• Knowledge of customer success processes
• Ability to communicate and establish positive business relationships with customers remotely or other employees, and management
• Ability to create and execute processes to drive a positive customer experience
• Comfortable working in a fast-moving environment with a willingness to make rapid decisions