Head of Customer Journey Satisfaction

Job Title Head of Customer Journey & Satisfaction

Reports directly to Managing Director

We are seeking an experienced and proven implementation specialist to join our team in this exciting new role focusing on customer journey and satisfaction To help us achieve our ambitious growth plans you will be responsible for implementing a revolutionary and robust omnichannel customer journey that surpasses our customers expectations today and into the future creating loyalty and raving fans

You will lead a small dedicated centralised team in developing and executing customer service strategies that continuously improve customer satisfaction loyalty marketplace growth and reputational enhancement

You must be able to demonstrate strong project management skills and have experience through handson operational delivery

Responsibilities

• Strategic Planning Develop and subsequently implement a strategic blueprint that not only addresses the immediate customer satisfaction needs of the business but more significantly outlines a comprehensive roadmap with welldefined milestones and attainable objectives to support our growth ambitions
• Team Leadership Manage and lead a team of customer service professionals including hiring training coaching and performance development
• Customer Journey Mapping Develop and maintain comprehensive customer journey maps identifying key touchpoints and painpoints across all customer interactions
• Customer Feedback Management Establish and oversee feedback channels including surveys reviews and social media to collect customer feedback and insights
• Complaint Resolution Deploy a process of continuous improvement to promptly address and resolve customer issues and acquire positive feedback
• Automation and Process Optimisation Identify and implement process improvements and automations to reduce painpoints and improve profitability
• Technology Implementation Identify and implement customer service technologies to streamline operations enhance customer interactions and scale the businesses for growth
• Data Analysis Utilise data analytics and customer feedback to identify areas for improvement in the customer journey and satisfaction levels
• Cross Department Collaboration Proactively work with Sales Marketing Product Development Logistics and other departments to align with ambitious growth strategies and deliver continuous improvement in customer satisfaction
• Third Party Relationships Forge and maintain positive thirdparty relationships (eg Amazon eBay) and proactively navigate the intricate nuances of the platforms customer service policies to maintain a competitive advantage and positively impact our reputational scores
• Returns & Warranty Implementing clear and efficient return policies ensuring compliance with warranty terms and analysing data to identify rootcauses and apply improvements for efficiency and profitability
• Innovation Stay uptodate with industry trends emerging technologies and best practices in customer experience management to drive efficiency and our competitive advantage

Requirements

• Indepth understanding of optimising Customer Journey and Customer Satisfaction through systems and process
• A proven team leader excellent interpersonal skills and effective communicator
• Strong organisational skills and a principal of timemanagement
• Ability to analyse root causes problem solve and implement solutions in a timely manner
• An inspiring positive can do attitude with a strong bias for action to get things done in an energic engaging and persuasive way
• An advocate for customer satisfaction and continuous improvement

Remuneration & Benefits Package

Salary range to OTE dependent on experience

As part of our commitment to making our company a great place to work we have built a comprehensive benefits package to reward our winning team Our current benefits scheme includes

• days holiday (plus statutory public holidays)
• Fasttrack additional holiday entitlement in years and for continued service
• Flexible holiday purchase scheme up to additional holiday days per year
• Its your birthday! Take it off paid!
• Wellbeing days to promote personal good health paid!
• Bonus and profit shares schemes
• Pension scheme
• BUPA cash plan
• Free onsite parking
• Bike to work scheme

Office location Edison Business Centre Ring Road Leeds LS ET