Customer Experience Manager: Growth, Strategy & Leadership

Shareboat; Greater London; On-site; GBP 45,000 - 65,000; Full time

Job summary

Shareboat is seeking an experienced Customer Service Manager to lead a team and promote a culture of exceptional service across the organisation.

You will own the customer service strategy, monitor performance and implement processes to increase customer satisfaction, loyalty and retention, while supporting growth and efficiency.

The role requires strategic thinking, strong communication and mentoring skills to develop agents and ensure service standards meet industry best practices.

Qualifications

• Proven working experience as a customer service manager.
• Excellent knowledge of management methods and techniques.
• Strong client-facing and communication skills.

Responsibilities

• Improve customer service experience and engagement.
• Own customer issues and ensure resolution.
• Set and deploy service strategies aligned with mission.
• Develop procedures, policies and standards.
• Maintain records and document service actions.
• Monitor statistics and prepare reports.
• Recruit, mentor and develop agents.
• Keep ahead of industry trends and best practices.
• Manage resources and budget adherence.
• Maintain orderly workflow and priorities.

Skills

Customer service management

English proficiency

Strategic leadership

CRM software experience

Education

BS degree in Business Administration

Tools

Customer service software

Job description

Shareboat is seeking an experienced Customer Service Manager to lead a team and promote a culture of exceptional service across the organisation.

You will own the customer service strategy, monitor performance and implement processes to increase customer satisfaction, loyalty and retention, while supporting growth and efficiency.

The role requires strategic thinking, strong communication and mentoring skills to develop agents and ensure service standards meet industry best practices.