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Customer Experience Manager

Location: London
Company: Nothing
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About Us:
We're a new London-based consumer tech company on a mission to remove barriers between people and technology by designing intuitive and smart tech that improves our lives without getting in the way of it. Bringing back artistry, passion and trust, our technology will help people unlock new and meaningful experiences not just in consumer electronics, but in life, too.
We are looking to hire a high-performing Customer Experience Manager to ensure our customers receive the best experience possible during and after the sales process. This role would be perfect for someone that is comfortable and confident in creating customer experience strategies whilst simultaneously managing a team of call centre agents and various stakeholders. Our ideal candidate will always try and put customers at the heart of every decision that they make.
- Design and bring to life the customer experience strategy
- Identify continuous improvement solutions within the customer experience department to deliver best in class customer experience levels
- Develop customer experience policies and procedures in response to business and regulatory needs
- Collaborate with stakeholders from all departments to improve the delivery of the experience provided to the customer
- Handle complex and escalated customer experience enquiries
- Manage, monitor, inspire and motivate call centre agents to maximise their output and potential
- Manage external agencies to ensure business needs are clearly communicated and realised by taking a pragmatic approach
- A minimum of 5 years in a customer service environment with 3 of those years being in a management capacity
- In depth knowledge of customer service principles and practices
- Comfortable at tackling difficult situations and using performance management skills to resolve issues
- Experience managing an agency or a call centre
- Has a data driven approach to understand the businesses, and forecast future demands
- Passion for building teams and developing talent
- Very organised with strong project management skills
- Excellent communication and presentation skills, both written and verbal
- A strong bias-to-action and used to getting things done in short timeframes
- Creative thinker that can bring in innovative ideas
- Entrepreneurial and comfortable with changing environments as well as multiple overlapping projects
- Last but not least, enjoy the hustle of a start-up with the impact of a global business
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