Customer Experience Manager

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

Job summary

A leading pet charity seeks a Customer Experience Manager to enhance customer journeys and satisfaction. This role plays a crucial part in customer centricity, requiring strong analytical skills and experience in senior customer experience positions. The position offers a hybrid working model, competitive salary, and a chance to make a meaningful impact in the charity sector.

Benefits

Hybrid working model (2 days in office)

Qualifications

• Proven track record in senior customer/supporter experience leadership.
• Strong analytical skills to provide actionable insights.

Responsibilities

• Lead customer and supporter journey development across the organisation.
• Gather and apply customer feedback for optimisation.
• Develop and maintain KPI reporting.

Skills

Customer journey mapping

Analytical skills

CRM systems experience

Feedback analysis

Service delivery improvement

Job description

Customer Experience Manager with a track record of 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

Our client is a lovely 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 experience is holistic and consistent across the charity, building lifetime 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 organisation-wide optimisation.
• Develop and maintain KPI reporting.

Why you'll love it here

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

About You

What we're looking for

• Proven track record in a senior customer/supporter experience leadership role.
• In-depth knowledge of customer journey mapping and satisfaction metrics.
• Ability to build a central mapping tool to fully exploit engagement opportunities.
• Experience with CRM systems and customer feedback platforms to gather and analyse input.
• Strong analytical skills to convert data into actionable insights and recommendations.
• Experience working with contact handling teams to improve service delivery.
• Open to candidates with experience from 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're looking for, visit our website for other freelance and permanent positions with sector specialists. Register for job alerts at 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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