At a Glance
- Tasks: Lead and develop customer-facing teams to enhance customer experience and satisfaction.
- Company: Join JLA, a mission-critical infrastructure solutions business with a focus on customer care.
- Benefits: Enjoy 25 days annual leave, wellness support, gym access, and a range of financial benefits.
- Other info: Flexible working options and opportunities for career development await you!
- Why this job: Make a real impact on customer satisfaction and drive meaningful change in a supportive environment.
- Qualifications: Experience in customer service management and a passion for improving customer journeys.
The predicted salary is between 45000 - 55000 £ per year.
The Customer Experience Manager is responsible for improving how customers experience JLA throughout their lifecycle. Through proactive engagement, customer insight, relationship management and continuous improvement, the role drives customer satisfaction, advocacy and long term customer value. Acting as a key voice of the customer, the Customer Experience Manager uses customer feedback, operational insight and stakeholder collaboration to influence service improvements, strengthen customer relationships and support the delivery of JLA's customer focused strategy.
Key Responsibilities
- Leadership and Team Development
- Lead, coach and develop customer facing teams within their area of responsibility.
- Create a high performing culture focused on accountability, collaboration and customer outcomes.
- Set clear objectives, expectations and development plans.
- Build capability, succession and resilience within the team.
- Customer Experience and Engagement
- Drive improvements in customer satisfaction measures, including NPS, CSAT and customer feedback channels.
- Develop and deliver proactive customer engagement and communication strategies throughout the customer lifecycle.
- Support customer onboarding, lifecycle communications and relationship building activities.
- Monitor customer health indicators and emerging risks, escalating concerns and opportunities where appropriate.
- Champion a customer centric approach across all areas of responsibility.
- Customer Journey and Advocacy
- Support the mapping, review and continuous improvement of end to end customer journeys.
- Identify customer pain points, service failures and opportunities to simplify the customer experience.
- Act as a champion for customer experience, ensuring customer feedback and insight are represented in business decision making.
- Support Voice of Customer activities and customer listening programmes.
- Digital Adoption and Customer Enablement
- Drive adoption of digital self service solutions, including MyJLA and future customer facing technologies.
- Promote effective use of customer insight tools, including Single Customer View.
- Support initiatives that improve customer self service capability and digital engagement.
- Stakeholder Management and Collaboration
- Build effective relationships across operational, commercial and support functions.
- Collaborate with stakeholders to improve customer outcomes and service performance.
- Influence business decisions through customer insight and feedback.
- Develop constructive relationships with customers and key stakeholders where appropriate.
- Continuous Improvement, Insight and Reporting
- Use customer and operational data to identify trends, risks and opportunities.
- Produce meaningful reporting, insight and recommendations for stakeholders.
- Support continuous improvement initiatives that enhance customer outcomes and operational performance.
- Monitor performance against agreed objectives and service measures.
Customer Experience Manager in Sowerby Bridge employer: JLA
At JLA, we pride ourselves on being an exceptional employer, offering a supportive and inclusive work culture that prioritises employee well-being and development. Our extensive benefits package includes mental health support, flexible working options, and a commitment to career growth, ensuring that our Customer Experience Manager can thrive in their role while making a meaningful impact on customer satisfaction. Located in Ripponden, our office provides a vibrant environment with access to fitness facilities and a strong sense of community, making it an ideal place for those seeking a rewarding career in customer service management.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager in Sowerby Bridge
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even reach out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching JLA and its customer experience strategies. Understand their values and how they engage with customers. This will help you tailor your responses and show that you're genuinely interested in making a difference.
✨Tip Number 3
Practice makes perfect! Conduct mock interviews with friends or family to get comfortable with common questions. Focus on showcasing your leadership skills and how you've improved customer experiences in the past.
✨Tip Number 4
Don't forget to follow up after your interview! A quick thank-you email can leave a lasting impression. Mention something specific from your conversation to remind them of your enthusiasm for the role and the company.
We think you need these skills to ace Customer Experience Manager in Sowerby Bridge
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your relevant experience in customer service management and any specific achievements that align with JLA's mission of improving customer satisfaction.
Showcase Your Leadership Skills:As a Customer Experience Manager, you'll be leading teams. Use your application to demonstrate your leadership style and how you've successfully developed teams in the past. Share examples that show your ability to create a high-performing culture.
Emphasise Customer-Centric Mindset:JLA values a customer-centric approach, so make sure to highlight your experience in driving customer satisfaction and engagement. Discuss any strategies you've implemented that improved customer journeys or feedback mechanisms.
Apply Through Our Website:We encourage you to apply directly through our website for the best chance of success. This way, we can easily track your application and ensure it reaches the right people. Plus, it shows you're keen on joining the JLA family!
How to prepare for a job interview at JLA
✨Know Your Customer Experience Metrics
Familiarise yourself with key customer experience metrics like NPS and CSAT. Be ready to discuss how you've used these metrics in previous roles to drive improvements and enhance customer satisfaction.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in the past. Highlight specific instances where your leadership directly contributed to improved customer outcomes or team performance.
✨Understand JLA's Services
Research JLA's offerings, especially their Total Care service. Be prepared to discuss how you can leverage your knowledge of these services to enhance customer engagement and satisfaction.
✨Be Ready for Scenario Questions
Anticipate scenario-based questions that assess your problem-solving skills. Think about potential customer pain points and how you would address them, demonstrating your proactive approach to customer experience.
