Customer Experience Manager

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Customer Experience Manager

Application Deadline: 5 May 2025

Department: Fundraising, Comms & Engagement

Employment Type: Permanent - Full Time

Location: London

Reporting To: Group Head of Marketing and Communications

Compensation: GBP 39,775 / year

Description

Are you passionate about delivering exceptional customer experiences? Do you thrive on shaping and improving customer journeys? At Blue Cross, we are looking for a dedicated Customer Experience Manager to champion customer satisfaction, drive engagement, and enhance the experience customers have with our charity. Whether it's clients using our services, shoppers in our retail outlets, or our valued supporters, your work will ensure every interaction is positive and impactful.

More about the role

As the Customer Experience Manager, you will be at the heart of shaping how Blue Cross interacts with its customers and supporters, ensuring that every touchpoint is meaningful, efficient, and engaging. You will collaborate with teams across the organisation to enhance customer journeys, identifying and addressing challenges to create seamless and positive experiences. This role requires a proactive approach to identifying opportunities that will increase customer satisfaction and foster long-term relationships. You will be responsible for leading strategic initiatives, executing impactful improvements, and driving a customer-first culture across the organisation.

A typical day may include:

• Working with teams to refine and improve customer journeys, making interactions smoother and more engaging.
• Managing and overseeing customer complaints, ensuring fair resolutions and identifying trends for improvement.
• Analysing customer feedback and engagement data to drive positive change and increase loyalty.
• Supporting teams with training and insights to enhance customer interactions across the organisation.
• Leading response strategies for external review platforms, ensuring feedback is handled effectively.

This is a full-time role working 35 hours a week, Monday to Friday, with a hybrid working pattern that includes a minimum of 2 days at our offices in Horseferry Road, London.

If you're someone who thrives on delivering exceptional customer experiences and embedding a culture of customer-centricity, we'd love to hear from you!

About you

We're looking for an experienced and passionate professional with a proven track record of success in customer relationship marketing. You will have demonstrable experience in shaping and executing customer experience strategies, working autonomously while inspiring and motivating teams. Your ability to translate feedback into meaningful action, influence key stakeholders, and drive continuous improvement will be key to your success.

Essential Qualifications, Skills, and Experience

• Proven experience in a senior customer experience or customer service leadership role.
• In-depth knowledge of customer journey mapping and customer satisfaction metrics.
• Demonstrable experience in managing and resolving customer complaints with a focus on fair and effective resolution.
• Excellent verbal and written communication skills, with the ability to interact positively with individuals at all levels.
• Proven capability to influence and engage stakeholders, fostering a shared vision and commitment to using customer feedback for process optimisation.
• Strong analytical abilities to convert data into actionable management information and insightful recommendations.
• Experience with CRM systems and customer feedback platforms and tools used to gather and analyse customer input.
• Proven ability to build and maintain relationships with key stakeholders, including senior management.
• Project management skills with experience in leading cross-functional projects.
• Experience working with or partnering with contact handling teams to improve service delivery.
• Understanding of various metrics and measures used to assess and improve customer satisfaction.

Desirable Qualifications, Skills, and Experience

• Experience in digital transformation and utilising technology to enhance customer experience.
• Knowledge of regulatory requirements and compliance related to customer service.
• Understanding of omni-channel customer service operations.
• Experience in managing significant incidents or crises, demonstrating resilience and problem-solving skills.
• Experience in designing, running, and interpreting customer surveys to gain meaningful insights and drive improvements.
• Understanding of fundraising and customer engagement strategies (for non-profit organisations).
• Ability to demonstrate alignment with the organisation's values and mission.

How to apply

Click the apply button below and complete the online application process before the closing date on Monday 5 May 2025. Please note the interview will involve competency questions and require you to complete a task to present during the interview.

We reserve the right to close this vacancy early should we receive an overwhelming response.

Blue Cross benefits

Our people are the most important part of delivering our purpose. If it weren't for their amazing efforts and commitment, we wouldn't be able to make the difference that we do today. In return, we want to provide you with the best working environment we can.

With a wide range of perks aimed at enhancing your life both inside and outside of work, you'll thrive in a supportive and rewarding environment.

Our generous benefits package includes:

• 38 days per year, increasing to 43 with service (including bank holidays). For part-time roles, holiday entitlement is calculated pro-rata.
• Pension scheme with enhanced employer contribution
• Life assurance
• Unlimited access to an employee assistance programme
• Programmes for physical and mental wellbeing support
• Free access to GP via MetLife
• Recognition scheme
• Annual volunteer days
• Claim for professional fees
• Charity worker discounts across a variety of retailers.

We want you to feel valued and supported throughout your career with us. For more details on our benefits and to see how we invest in our team, visit the 'Why Work for Us' page on our website.