Customer Experience & Service Manager

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

Job summary

A leading company in the construction industry seeks a passionate Customer Experience & Services Manager to enhance customer journeys and drive satisfaction. You'll work in a dynamic team, leveraging data and collaborating with stakeholders to implement customer-centric strategies and improvements, underlining your commitment to exceptional service delivery.

Benefits

Exceptional base salary and bonus potential

Genuine career advancement opportunities

6% employer pension contributions

Outstanding Life Assurance (x8 base and bonus)

Private Health Insurance and Employee Assistance Programme

33.5 days' holiday plus additional holiday purchase option

Paid leave for various personal events

Enhanced maternity and paternity pay

Flexible working options

Employee resource groups for various causes

Qualifications

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

Responsibilities

• Optimize end-to-end customer journey and ensure exceptional service.
• Analyze customer insights and implement strategies for satisfaction.
• Oversee customer experience and manage success strategies.

Skills

Communication

Negotiation

Analytical

Customer Centricity

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