Customer Experience CX Manager

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

Job summary

A national pet charity is seeking a Customer Experience Manager to enhance their supporter journey. You'll lead cross-team initiatives to optimize customer experiences, develop KPI reporting, and drive customer feedback implementation. Ideal candidates will have a strong CX background and experience in mapping customer journeys. This role offers a salary of £44k - £48k and a hybrid working model (2 days in London office).

Benefits

Hybrid working model

Competitive salary

Qualifications

• Proven track record in a CX leadership role.
• In-depth knowledge of customer journey mapping.
• Experience with customer feedback platforms.

Responsibilities

• Develop and lead new customer and supporter journeys.
• Ensure consistent CX across the charity.
• Analyze customer feedback for optimization.

Skills

Customer journey mapping

Customer satisfaction metrics

Analytical ability

Experience with CRM systems

Feedback analysis

Job description

Overview

Customer Experience Manager with a track record of CX, 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

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.

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

Sound like your next move? Apply now!

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