Customer Experience Manager

Stopgap - Marketing, Digital & Creative Recruitment; Richmond; Hybrid; GBP 44,000 - 48,000; Full time

Job summary

A leading national pet charity seeks a Customer Experience Manager to enhance customer relationships and journeys. Responsibilities include leading journey development, optimizing interactions, and managing feedback effectively. The role demands a seasoned leader with significant expertise in customer experience to drive growth and satisfaction.

Benefits

Hybrid working (2 days in-office)

Qualifications

• Proven track record in senior customer experience leadership.
• In-depth knowledge of customer journey mapping and metrics.
• Strong analytical ability to convert data into actionable insights.

Responsibilities

• Develop and lead new customer and supporter journeys.
• Optimize customer communication and loyalty across touchpoints.
• Gather customer feedback to drive organizational optimization.

Skills

Customer journey mapping

Customer satisfaction metrics

Analytical ability

CRM systems experience

Job description

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Stopgap - Marketing, Digital & Creative Recruitment provided pay range

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Base pay range

Customer Experience 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 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 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 senior customer/ supporter experience leadership role
• In-depth knowledge of 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

Marketing, Digital and Creative Recruitment

Stopgap - Talent With A Spark

Seniority level

• Seniority level

  Associate

Employment type

• Employment type

  Full-time

Job function

• Job function

  Marketing

• Industries

  Non-profit Organizations, Retail, and Financial Services

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