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- Tasks: Lead a team to enhance customer experience and reduce contact center interactions.
- Company: Join HelloFresh, a dynamic player in the food delivery market, focused on innovation.
- Benefits: Enjoy remote work options, gym memberships, private medical insurance, and a dog-friendly office!
- Why this job: Be part of a mission to delight customers while driving efficiency and innovation in a supportive culture.
- Qualifications: 5+ years in customer experience with strong people management and data-driven decision-making skills.
- Other info: Free breakfast in the office and a commitment to health and safety.
The predicted salary is between 43200 - 72000 £ per year.
This role is a fantastic opportunity to join a dynamic company in a very exciting market. We are looking for a Senior CX Manager with a track record of managing contact centre support operations. This will include an exciting new contact reduction management project and driving a small team of managers towards an exciting new role in supporting the customer experience UK operations. Together with our partners, you will constantly look for opportunities to improve, innovate and be more efficient. You strive to delight customers and constantly seek new opportunities and ways to pioneer in the market and drive efficiencies.
What You Will Be Doing:
- Managing and motivating a small internal team to dream big and feel empowered to drive change
- Developing initiatives to drive down customer contact in conjunction with our key suppliers and internal teams, with a strong focus on using data to drive contact and friction reduction
- Help the CX Director with a long-term strategic vision and roadmap for the development of the local Customer Care function
- Evaluating new internal partnerships that will help to improve customer experience
- Evaluating wider market opportunities to support the development of our customer proposition
- Working closely with our Logistics Development Manager to improve / automate departmental systems and reporting, and representing the customer care department in global conversations
- Ensuring our contact centres are always ready to support customers by delivering on-time and on-point project delivery to the BPO management teams
Who You Are:
- At least 5 years working with developing relationships with senior stakeholders in FMCG/Perishables
- A clear, demonstrable track record of improving contact centre metrics (primarily reduction and deflection)
- A natural proclivity towards using data to prove / disprove assumptions
- Strong people management skills, with a focus on mentoring and developing teams
- Experience of automating process to drive departmental efficiencies
- Ability to manage projects E2E with strong people skills to engage and motivate stakeholders
- Experience working with perishable products and contact reduction (desirable, not essential)
What you will get in return:
- 70% off HelloFresh or Green Chef boxes
- Company pension scheme
- Gym membership
- Bupa private medical insurance (including dental & family cover options)
- Electric vehicle scheme
- Mental health first aiders and an employee assistance programme
- Dog friendly office! (London site only)
- Eye care scheme
- Cycle to work scheme
- Group Life Assurance
Location: The HelloFresh Farm, 60 Worship Street, EC2A 2EZ, London
Hybrid Working Policy:
We offer a hybrid working policy for eligible roles, allowing flexibility to work from home and in the office. For more details on eligibility and how this applies to the role you’re applying for, please consult with your recruiter.
Next steps: Your application will be reviewed and if successful, a member of the Talent Acquisition Team will be in touch within 2 weeks.
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Senior Customer Experience Manager employer: HelloFresh
Contact Detail:
HelloFresh Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Experience Manager
✨Tip Number 1
Familiarize yourself with the latest trends in customer experience management, especially in the FMCG sector. This knowledge will help you speak confidently about innovative strategies during your interview.
✨Tip Number 2
Prepare to discuss specific examples of how you've used data to drive improvements in contact center metrics. Highlight any successful projects where you reduced customer contacts or improved efficiency.
✨Tip Number 3
Showcase your people management skills by preparing anecdotes that demonstrate your ability to mentor and develop teams. Be ready to explain how you motivate others to embrace change.
✨Tip Number 4
Research HelloFresh's current customer care initiatives and think about how you can contribute to their strategic vision. Being knowledgeable about their operations will set you apart as a candidate.
We think you need these skills to ace Senior Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in managing contact centre operations and improving customer experience metrics. Use specific examples that demonstrate your track record in these areas.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer experience and how your background aligns with the role. Mention your experience in mentoring teams and driving efficiencies through data-driven initiatives.
Showcase Relevant Skills: Emphasize your strong people management skills and your ability to engage stakeholders. Provide examples of how you've successfully managed projects from start to finish, particularly in the FMCG or perishables sector.
Highlight Your Strategic Vision: Discuss your approach to developing long-term strategies for customer care functions. Share any relevant experiences where you evaluated partnerships or market opportunities that enhanced customer propositions.
How to prepare for a job interview at HelloFresh
✨Showcase Your Data-Driven Mindset
Since the role emphasizes using data to drive contact and friction reduction, be prepared to discuss specific examples where you've successfully utilized data analytics to improve customer experience metrics. Highlight your analytical skills and how they contributed to past successes.
✨Demonstrate Leadership and Mentoring Skills
This position requires strong people management skills. Share experiences where you have motivated and developed teams, particularly in a contact center environment. Discuss your mentoring approach and how it has led to team success.
✨Prepare for Strategic Discussions
The role involves helping the CX Director with long-term strategic vision. Be ready to talk about your experience in developing strategic initiatives and how you've evaluated partnerships or market opportunities that enhanced customer propositions.
✨Emphasize Project Management Experience
As you'll be managing projects end-to-end, prepare to discuss your project management experience. Provide examples of how you've engaged stakeholders and driven projects to successful completion, especially in relation to automating processes for efficiency.
