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- Tasks: Lead customer experience initiatives and drive data-led improvements for exceptional service.
- Company: Join KARL STORZ, a family-run leader in medical equipment innovation.
- Benefits: Enjoy 34 days holiday, private medical, and life assurance.
- Why this job: Shape the future of customer service in a dynamic, supportive environment.
- Qualifications: Degree in Business or related field; experience in customer experience management.
- Other info: Opportunity for travel and excellent career growth in a respected company.
The predicted salary is between 40000 - 50000 ÂŁ per year.
At KARL STORZ, we believe in not just creating jobs but building careers. As a family-run company, we understand the value of long‑term relationships and actively work on promoting them. When YOU grow, we grow. Get to know us and join our team as Customer Experience Manager.
Job Function: Repair & Service
Location: Slough, GB, SL1 4TQ
Work Flexibility: Onsite (Office/ Production)
KARL STORZ is one of the world’s leading suppliers of medical equipment for minimally invasive surgery. Since its beginnings in 1945, KARL STORZ has established itself worldwide as an international and highly regarded company in the production and sale of medical instruments and devices. The family-owned company applies tradition and experience to think about tomorrow, today. The company caters for future trends with sophisticated products, services and processes that systematically support our global activities. Our commitment to performance and professionalism means we can guarantee both user and patient the ideal solution. In doing so, we secure and create top-quality jobs in all our corporate locations.
About the Role
We’re looking for a proactive and customer‑focused Customer Experience Manager to lead our efforts in delivering exceptional service and shaping a best‑in‑class customer journey. In this role, you will champion customer insights, drive data‑led improvements, and ensure every customer interaction reflects our commitment to quality and service excellence.
Main Purpose of the Role
The Customer Experience Manager drives outstanding customer satisfaction and loyalty by monitoring key experience metrics, using data insights to identify and implement improvements, and ensuring effective resolution of customer complaints to uphold the company’s commitment to service excellence.
What You’ll Be Doing
- Customer Experience Metrics: Gather, validate, and manage CSAT and NPS data from surveys, CRM systems, and feedback tools. Analyse performance trends and assess customer satisfaction and loyalty levels. Build dashboards and reports to monitor progress against targets. Present insights and recommendations to senior leadership.
- Data Analytics & Insights: Collect and interpret customer feedback and behavioural data. Use advanced analytics to identify trends shaping the customer journey. Collaborate with product, operations, and service teams to deliver meaningful, data‑driven improvements. Develop and execute customer experience strategies aligned with business goals. Lead initiatives to elevate service quality and reduce complaint volumes. Benchmark performance against industry standards.
- Stakeholder Engagement: Act as the voice of the customer across the organisation. Work with cross‑functional teams to embed customer‑centric processes. Deliver clear reporting, updates, and insights to key stakeholders. Build understanding of KARL STORZ products, solutions, and services. Support wider business needs through ad hoc responsibilities.
- Customer Complaint Management: Oversee effective and timely resolution of customer complaints. Manage escalation processes to ensure prompt action. Identify root causes and prevent recurring issues.
What You’ll Bring
- Bachelor’s degree in Business, Marketing, Data Analytics, or a related field.
- Experience in customer experience management or service operations.
- Strong analytical skills with tools such as Excel, Power BI, or Tableau.
- Experience using customer feedback tools and CRM systems (e.g., Salesforce).
- Excellent communication and interpersonal skills.
- Strong problem‑solving abilities.
- Ability to manage multiple priorities in a fast‑moving environment.
Technical Skills: Confident user of Microsoft Office Suite.
Additional Information
- Travel: May involve travel to customer sites and company meetings.
- Health & Safety: Follow all company health, safety, quality, and environmental policies.
- Quality & Compliance: Take ownership of relevant CAPA activities, including root cause analysis.
34 days holiday (inclusive of public holidays), Private Medical, Medical cash back scheme, Company sick pay, Life Assurance, Critical illness and income protection (service requirements apply).
Customer Experience Manager (m/f/d) in Slough employer: KARL STORZ SE & Co. KG
Contact Detail:
KARL STORZ SE & Co. KG Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager (m/f/d) in Slough
✨Tip Number 1
Get to know the company inside out! Research KARL STORZ, their products, and their values. This way, when you walk into that interview, you can show them you're not just another candidate but someone who genuinely cares about their mission.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those tricky interview questions! Think about how your experience aligns with the role of Customer Experience Manager. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your skills.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email can go a long way in showing your enthusiasm for the role. Plus, it keeps you fresh in their minds as they make their decision.
We think you need these skills to ace Customer Experience Manager (m/f/d) in Slough
Some tips for your application 🫡
Show Your Passion for Customer Experience: When you're writing your application, let your enthusiasm for customer experience shine through! Share specific examples of how you've improved customer satisfaction in the past. We love seeing candidates who genuinely care about making a difference.
Be Data-Driven: Since this role involves a lot of data analysis, make sure to highlight your analytical skills. Mention any tools you’ve used, like Excel or Power BI, and how you've leveraged data to drive improvements. We appreciate candidates who can back up their claims with solid evidence!
Tailor Your Application: Don’t just send a generic application! Take the time to tailor your CV and cover letter to reflect the specific requirements of the Customer Experience Manager role. We want to see how your unique skills and experiences align with our needs at KARL STORZ.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands. Plus, it shows us that you’re serious about joining our team and are familiar with our company culture!
How to prepare for a job interview at KARL STORZ SE & Co. KG
✨Know Your Metrics
Familiarise yourself with key customer experience metrics like CSAT and NPS. Be ready to discuss how you've used data analytics in previous roles to drive improvements and enhance customer satisfaction.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've effectively resolved customer complaints in the past. Highlight your ability to identify root causes and implement solutions that prevent issues from recurring.
✨Engage with Stakeholders
Think about how you can act as the voice of the customer within an organisation. Be prepared to discuss how you've collaborated with cross-functional teams to embed customer-centric processes and improve service quality.
✨Demonstrate Your Analytical Prowess
Brush up on your skills with tools like Excel, Power BI, or Tableau. Be ready to explain how you've collected and interpreted customer feedback to shape strategies that align with business goals.