Customer Experience Manager

TN United Kingdom; Wakefield; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer satisfaction and streamline operations. In this dynamic role, you will lead a customer-focused culture, advocate for customer needs, and ensure the highest standards of service. You'll be instrumental in managing complaints, improving the customer journey, and representing the brand effectively. Join a supportive environment that values diversity and offers an industry-leading benefits package, including enhanced holiday entitlement and discounted gym memberships. If you're passionate about delivering exceptional customer experiences, this opportunity is perfect for you.

Benefits

Enhanced Holiday Entitlement

Industry-leading Maternity, Paternity, and Adoption Pay

Recognition of Long Service

Discounted Car Schemes

High Street Discounts

Discounted Gym memberships

Cycle to work scheme

One paid day per year for voluntary/community work

Qualifications

• Proven experience in customer service management.
• Strong communication skills and ability to lead teams.

Responsibilities

• Lead a customer-oriented culture and manage customer flow.
• Advocate for customers and ensure satisfaction across departments.
• Conduct customer experience reviews and implement improvements.

Skills

Customer Focus

Communication

Issue Resolution

Complaint Management

Legislation Knowledge

Job description

We have an exciting opportunity for a creative, customer-focused individual to join Sytner Select Wakefield as a Customer Experience Manager.

Key responsibilities will involve but are not limited to:

1. Customer Focus: Demonstrate the highest levels of customer focus and understanding to set the standard for the store team and lead a customer-oriented culture.
2. Communication and Operations: Work with all store colleagues to ensure excellent communication, manage customer flow, minimize unnecessary friction, and implement operational process changes for customer benefit.
3. Brand Representation: Act as the store representative to protect and promote the brand and reputation, especially on social media review sites. Highlight and escalate brand risks through customer feedback to the Head of Business.
4. Customer Advocacy: Advocate for customers within the store to ensure departments focus on customer satisfaction, using feedback to drive improvements.
5. Customer Experience Reviews: Conduct regular reviews and support management in devising and implementing improvement plans.
6. Legislation Knowledge: Maintain an excellent understanding of customer legislation.
7. Issue Resolution: Strive to satisfy customers both in-store and online, addressing issues proactively with the Senior Management Team.
8. Complaint Management: Manage SQD complaints, buybacks, and escalated issues effectively.
9. Vehicle Standards: Ensure the highest standards of quality for vehicles on display.
10. Store Standards: Maintain high standards of cleanliness, presentation, and health & safety within the store.
11. Event Support: Assist in organizing seasonal or store-related events.
12. Customer Journey Improvement: Identify opportunities to streamline the customer journey both digitally and physically.

Why Sytner?

Sytner Group offers an industry-leading benefits package and is committed to continuous improvement and a supportive environment where everyone can reach their full potential.

• Enhanced Holiday Entitlement – days including bank holidays
• Industry-leading Maternity, Paternity, and Adoption Pay
• Recognition of Long Service every year
• Discounted Car Schemes
• High Street Discounts
• Discounted Gym memberships
• Cycle to work scheme
• One paid day per year for voluntary/community work

Our values and behaviors are important to us. We foster a respectful, inclusive environment where every individual's contribution is valued. We welcome applications from all backgrounds and are committed to diversity and inclusion, including reasonable adjustments during the recruitment process.