Customer Experience Manager

Customer Experience Manager- Innovative Cosmetic Dentistry\\n\\nLeeds\\n\\nProsper Recruitment are working in partnership with a leading group of dental practices dedicated to delivering outstanding patient care and high-quality dental solutions. Our client pride themselves on innovation, teamwork, and exceptional standards in all that they do. Due to rapid expansion they are now seeking an experienced and motivated Customer Experience Manager.\\n\\nPosition Overview: We are seeking a dynamic and experienced Customer Experience Manager to lead our efforts in providing an exceptional customer journey within our dental practice.

The ideal candidate will possess a strong background in luxury sales or the hospitality sector, demonstrating a proven track record of elevating customer experiences in high-end environments. This role is critical in ensuring that our clients receive five-star service, fostering loyalty and satisfaction in our dental services.\\n\\nKey Responsibilities:\\n\\nStrategic Leadership:\\n\\nDevelop and implement a comprehensive customer experience strategy that aligns with the company's mission and enhances overall client satisfaction.\\nLead a team of customer service professionals, providing training and tools necessary to deliver exceptional service. \\n\\nCustomer Engagement:\\n\\nEngage with clients through various channels, including in-office consultations, follow-up calls, and feedback surveys to understand their needs, preferences, and perceptions.\\nUtilise open questioning techniques to gather detailed feedback on service levels, with an emphasis on understanding both positive and negative experiences.

\\n\\nFeedback Management & Improvement:\\n\\nDocument and analyse customer feedback, identifying trends and areas for improvement, and ensure feedback is communicated to senior management.\\nCollaborate with clinical and administrative teams to drive positive changes based on customer insights and service feedback. \\n\\nQuality Assurance:\\n\\nEstablish and maintain high standards for customer interactions, ensuring that clients receive personalised and empathetic service at all touchpoints.\\nRegularly review service quality and operational processes, implementing enhancements to optimise the customer experience.\\nBrand Representation:\\nAct as a brand ambassador, representing the practice's values and commitment to quality care and service excellence.\\nDevelop a culture of professionalism and polished presentation within the team, ensuring all staff uphold the five-star service ethos.Performance Metrics:\\n\\nSet and track key performance indicators (KPIs) related to customer satisfaction and service quality, providing regular reports to senior management.\\nMonitor industry trends and benchmarks to continuously elevate the practice's customer experience standards. \\n\\nRequirements:\\n\\nProven experience in high-end sales environments (e.g., luxury jewellery, upscale watches, high-end vehicles, beauty, healthcare) or relevant experience in the hospitality sector.\\nStrong interpersonal skills with a demonstrated ability to build relationships, create rapport, and communicate effectively with diverse clientele.\\nExceptional problem-solving skills with a focus on customer resolution and service recovery.\\nStrong documentation and analytical skills, with experience in utilizing customer feedback to drive actionable change.\\nA clear passion for providing exceptional customer service and maintaining immaculate professionalism at all times.

\\n\\nDesired Attributes:\\n\\nHighly presentable and polished demeanour.\\nA genuine passion for delivering five-star service and enhancing customer experiences.\\nEmpathetic approach towards customer feedback, viewing challenges as opportunities for improvement. \\n\\nWhat's on Offer:\\n\\nCompetitive salary + benefits\\nOpportunities for professional development and career advancement.\\nA dynamic and supportive work environment focused on collaboration and excellence in patient care.\\nThe chance to be part of a forward-thinking organisation dedicated to growth and innovation.INDAF