Job Ref: 213795795

Date: 2021-05-20 11:18:12

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We are currently seeking an experienced Customer Journey Manager to join a well-established SME based in Stokenchurch, UK. As a Customer Journey Manager you will be responsible for the customer interaction strategy and roadmap, driving performance through the business to achieve an optimal experience for all customer segments across the business. The jobholder will be responsible for developing and implementing the most appropriate course of action to meet customer needs, whilst adhering to regulatory requirements. In addition, they are required to recommend and implement changes to internal policies and procedures.

Key duties and responsibilities…

* Lead and manage the Customer Journey teams, working with them to support and improve our customer journey

* Coach and train Team Leaders to become a highly successful part of the leadership team

* Define and drive implementation of processes to improve and enhance customer interactions

* Define and drive implementation of a holistic retention strategy to drive revenue from existing customers

* Identify and implement new opportunities throughout the customer journey to deliver high performing, agile customer interactions and touchpoints

* Understand the key interactions in the customer lifecycle and drive relevant changes

* Analyse and improve customer retention and repeat-custom behaviours across key segments to inform marketing and business decisions

* Lead and evolve the CRM strategy including automation

* Collaborate with other business areas, acting as the voice of the customer

* Define and drive the strategy for communication of new products and services to market

* Drive and lead on the recruitment for the Customer Journey team

* Create and implement personal development plans

* Deal with escalated customer complaints

Requirements

* Need to fully understand the sales process and customer retention programmes.

* Ability to articulate ideas to colleagues and partners.

* Strong background in Customer Service managerial role

* Ability to coach, mentor and manage other senior professionals and manage the knowledge base of the functional area
Commercial yet customer-first mindset with the ability to identify customer needs

* Detail oriented with excellent communication skills

* Have the ability to communicate with senior management and external suppliers at all levels

* Remain flexible to changing priorities and open to new ideas

Benefits

Hours: 8.00-17.00
Salary: £40,000- £50,000 DOE
Free Lunch Provided

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