Customer Experience & Service Manager

Hilti (Canada) Corporation; Manchester; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company seeks a dynamic Customer Experience & Services Manager passionate about delivering outstanding service and driving customer satisfaction. You will optimize customer journeys, implement strategies for loyalty, and collaborate on initiatives to enhance customer engagement. Career advancement opportunities and a competitive salary package await the right professional.

Benefits

Exceptional base salary and bonus earning potential

Genuine career advancement

6% employer pension contributions

Outstanding Life Assurance

Private Health Insurance

33.5 days' holiday plus extra purchase options

Paid leave for various personal circumstances

Enhanced maternity and paternity pay

Cycle to work scheme and lifestyle discounts

Flexible working arrangements

Qualifications

• Relevant experience in customer experience, supply chain, and/or marketing.
• Ability to engage stakeholders at all levels.
• Experience in implementing customer engagement and service strategies.

Responsibilities

• Optimize end-to-end customer journeys and ensure exceptional service.
• Analyze customer insights to enhance satisfaction and loyalty.
• Collaborate with cross-functional teams to implement service frameworks.

Skills

Communication

Negotiation

Analytical

Customer-Centric Mindset

Process Improvement

Education

Bachelor's or Master's degree in Business, Logistics, or related field

Job description

What's the role?

Are you a passionate customer experience professional looking to make a significant impact? We're on the lookout for a dynamic, detail-oriented, and highly communicative Customer Experience & Services Manager with a passion for delivering outstanding service and driving customer satisfaction. In this role, you'll collaborate with a team of driven professionals in a fast-paced environment that encourages continuous improvement. You will be at the forefront of enhancing customer journeys, improving service processes, and ensuring a seamless experience. If you thrive on innovation and want to shape the future of customer engagement and service excellence, this is the role for you!

What does the role involve?

As a Customer Experience & Services Manager, you will be responsible foroptimizing the end-to-end customer journey, ensuring exceptional service, and fostering strong relationships. You will work closely with internal stakeholders, analyze customer insights, and implement strategies to enhance satisfaction and loyalty. You will oversee and improve customer experience and service processes to drive efficiency and effectiveness. Managing customer success strategies, addressing concerns, and monitoring key performance indicators (KPIs) will be crucial to the role. You will collaborate with cross-functional teams to drive customer-centric initiatives and utilize data and analytics to refine processes and improve customer satisfaction. Developing and coordinating a marketing and communication approach to customer experience and service strategies, leading and contributing to cross-functional roll-out projects, and acting as a business partner to implement service frameworks in alignment with operations, sales, and marketing are also key responsibilities.

What you need is:

• A Bachelor’s or Master’s degree in Business, Logistics or a related field.
• Relevant experience from customer experience, supply chain and/or marketing.
• Excellent communication and negotiation skills, with the ability to engage stakeholders at all levels.
• A customer-centric mindset with a passion for delivering exceptional service.
• Strong analytical skills and the ability to leverage data for decision-making.
• Experience in process improvement and implementing customer engagement and service strategies.

• The ability to build and maintain relationships with internal and external partners.

Who should apply?

We have an excellent mix of people. Success at Hilti is down to teamwork and ability, no matter what your background.

What do we offer?

We really value our people and we've worked hard to develop a reward package that reflects this. Some of our benefits include:

• Exceptional base salary and bonus earning potential in line with Company performance
• Genuine career advancement (more than 80% of all leadership roles are filled internally)
• 6% employer pension contributions
• Outstanding Life Assurance (x8 base and bonus); Group Income Protection (after 5 years)
• Private Health Insurance and Employee Assistance Programme
• 33.5 days' holiday (inc. Bank Holidays) plus the ability to purchase 5 days more annually
• Paid leave for your birthday, fertility treatment, neonatal leave, getting married, moving house, domestic emergency, work on charitable projects
• Enhanced maternity and paternity pay
• Hilti Benefits Box, a reward platform offering a cycle to work scheme and shopping and lifestyle discounts/cashback
• Different ways to work flexibly, including working from home
• Employee resource groups focused on gender, mental health, race, disability, LGBTQ+ and sustainability topics