Customer Experience Manager

Diamond Search Recruitment; Hythe; On-site; GBP 40,000 - 50,000; Full time

Job summary

A leading recruitment agency is seeking a Customer Experience Manager for a reputable global manufacturing firm in Hythe, UK. The ideal candidate will oversee customer care, order processing, and service operations while enjoying a competitive salary of £40-50K. This role combines leadership with a focus on improving operational efficiency and enhancing customer satisfaction. Applicants should have strong people management skills and a keen eye for detail. This is an exciting opportunity to contribute to a dynamic team.

Qualifications

• Experience in managing teams related to customer service or order processing.
• Demonstrated accuracy and attention to detail in previous roles.
• Strong understanding of customer service fundamentals.

Responsibilities

• Manage Customer Care and Order Processing Team and ensure high accuracy.
• Oversee day-to-day operations of the Service Ops Team and ensure efficiency.
• Collaborate with marketing and sales to enhance promotional campaigns.

Skills

People Management

Attention to detail

Customer Service

Strong Mathematics

Computer literacy

Tools

ERP systems

Job description

About the job Customer Experience Manager

Diamond Search Recruitment are delighted to be representing our client, an established and highly reputable global manufacturing business. Our client are passionate in creating the highest quality products, and with a commitment to sustainability, this really is a great place to work!

Recruiting for a Customer Experience Manager, this exciting role offers attractive remuneration of £40-50K according to experience. For the right candidate, there is also an opportunity to be part of the senior leadership team. An exciting role encompassing customer care, order processing, service operations and marketing, this is certainly a great opportunity, which would suit a dynamic, focussed and engaging leader!

Role Responsibilities

• Customer Care and Order Processing Team
  • Management of the Customer Care and Order Processing Team.
  • Performance management of the team to ensure highest levels of accuracy.
  • Provide training and support the continued professional development of the team.
  • Manage and maintain the QMS system to provide customers with quick resolutions to issues and questions.
  • Establish procedures and best practice for customer care.
  • Interact with customers and be the escalation point for more complicated requests and issues.
  • Manage the company's defined order process to ensure a smooth order journey for the more project-based orders and products.
  • Provide support for export documentation and freight quotes.
  • Control the prices and margins being entered into the system.
  • Audit orders to ensure compliance within the company's rules.
  • Be the link between external sales and the customer experience function.
• Service Operations Team
  • Day to day management of the Service Ops Team supported by the Field Service Supervisor.
  • Developing and implementing service standards and procedures for the service delivery department.
  • Updating service methods to improve overall efficiency.
  • Ensuring all DBS checks and risk assessments are current.
  • Creating and presenting regular reports to the executive team.
  • Monitoring of the service operatives hours and providing information to payroll.
  • Ensuring full utilisation of the Service operatives to maximize the departments pre-distribution profit.
• Marketing Function (working closely with the Head of Sales)
  • Management of the Marketing Assistant and external marketing agencies.
  • Communicating with senior management about existing and new marketing activities.
  • Design, implement and review a yearly costed Marketing plan to support business growth.
  • Organising promotional events, such as trade shows, and ensuring the prompt delivery of materials and products.
  • Evaluating and improving marketing campaigns with possible solutions to fit within budgetary constraints.
  • Identify and measure marketing outcomes to increase the efficiency of marketing activities within the company.
  • Produce and update the Marketing Calendar.

The Ideal Candidate

• People Management experience in at least one of the areas noted above.
• High level of accuracy and attention to detail.
• Customer Service experience.
• Strong Mathematics and English skills, and highly computer literate.

DESIRABLE

• Working knowledge of ERP systems and Mailer software.
• Knowledge of Field Service.
• Knowledge and organisation of trade shows.

What are you waiting for? If this sounds like the ideal role for you, we want to hear from you today! Apply now!

Alternatively if you know someone who may be suitable for this role, please let us know! Refer a Friend and receive a £200 spa or shopping voucher! Terms apply.

Diamond Search Recruitment is acting as an Employment Agency regarding this vacancy.