Customer Experience CX Manager

Stopgap Way; London; Hybrid; GBP 44,000 - 48,000; Full time

Job summary

A forward-thinking national charity is seeking a Customer Experience CX Manager to enhance customer journeys and improve overall supporter engagement. This role involves optimizing communication strategies and maintaining KPI reporting to boost customer satisfaction. The position offers a salary of £44,000 - £48,000, alongside flexible hybrid working options in London. Candidates must have experience in customer experience leadership.

Benefits

Hybrid working (2 days in-office)

Competitive salary

Additional benefits

Qualifications

• Proven track record in a CX or senior customer experience role.
• In-depth knowledge of CX metrics and customer journey optimization.
• Experience with CRM systems and customer feedback platforms.

Responsibilities

• Review and develop new customer and supporter journeys.
• Ensure a holistic and consistent CX across all touchpoints.
• Gather and apply customer feedback for optimization.
• Maintain KPI reporting for customer experiences.

Skills

Customer experience management

Customer journey mapping

CRM systems experience

Analytical skills

Job description

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Customer Experience CX Manager

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Customer Experience Manager with a track record of CX, developing and optimising the supporter and customer journey across all touch points

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Salary: £44,000 - £48,000 per annum Location: Greater London,Central London Job Type: Permanent

Customer Experience CX Manager with a track record of developing and optimising the supporter and customer journey across all touch points

Salary: £44,000 - £48,000 per annum Location: Greater London,Central London Job Type: Permanent

Customer Experience CX Manager with a track record of developing and optimising the supporter and customer journey across all touch points


ABOUT THE COMPANY

Our client is a lovely forward thinking national pet charity.This role is instrumental in elevating the importance of customer centricity in how the charity develops, grows and maintains their external customer/ supporter relationships.


ABOUT THE ROLE

NB - this role is not an opportunity in Customer Services or Customer Success Management.

What you'll be doing

• Work with the customer facing teams across the organisation to review, refine, develop and lead new customer and supporter journeys
• Ensure the overarching customer/ supporter CX experience is holistic and consistent across the charity, building life-time value
• Identify ways to optimise customer communication and loyalty, to deliver an improved experience across all touchpoints
• Lead the process of gathering and applying customer/ supporter feedback to drive optimisation across the organisation
• Develop and maintain KPI reporting

Why you'll love it here

• Salary £44k - £48k (depending on experience) plus bens
• Hybrid working (2 days/ week in the central London office)

ABOUT YOU

What we're looking for

• Proven track record in a CX or senior customer/ supporter experience leadership role
• In-depth knowledge of CX, customer journey mapping and customer satisfaction metrics
• Ability to build central mapping tool to fully exploit customer/ supporter engagement opportunities
• Experience with CRM systems and customer feedback platforms and tools to gather and analyse customer input
• Strong analytical ability to convert data into actionable management information and insightful recommendations
• Experience working with or partnering with contact handling teams to improve service delivery
  
  
• Our client is open to candidates with experience gained in the private sector.

NB - this role is not an opportunity in Customer Services or Customer Success Management.


You MUST have the right to work in the UK - visa sponsorship is not available.

Sound like your next move? Apply now!

If this role isn't what you are looking for, don't worry. At Stopgap we cover a wide range of freelance and permanent positions with dedicated sector specialists. It is worth checking our website for all our latest jobs and registering to receive job alerts so you are the first to know about a new opportunity -https://www.stopgap.co.uk/jobs

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Please only apply for this role if you are eligible to work in the UK.

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