Head of Customer Experience

Role: Head of Customer Experience Location: Birmingham B15 Contract: Maternity cover up to 12 months Hours: Full time Monday to Friday rotating 10:00-18:00 or 10:30 – 18:30 Salary: £40,000 Benefits: 25 days holiday plus Bank Holidays, birthday off, employee assistance programme, access to retail discount site, membership and free parking We are recruiting for a Head of Customer Experience, for a leading exclusive membership organisation to cover a period of maternity leave. You will work alongside marketing and the front of house team to ensure a premium customer experience for all. This is a client facing role, so you will be expected to act as an ambassador for the organisation. You will be expected to communicate effectively with members and stakeholders in a professional manner. As Head of Customer Experience, you will be responsible for increasing customer engagement, recruitment, retention and enhancing their customer experience. The successful individual will be able to demonstrate a strong understanding of customer experience and marketing. You will have a demonstrable background in a similar customer focused, marketing or membership led position. Key responsibilities: * As Head of Customer Experience you will be responsible for increasing customer engagement, recruitment, retention and enhancing their customer experience * Work alongside Marketing to conduct research activities to include customer profiling, competitor research, industry sector, marketing and brand experience * Engage with external PR agencies to profile the organisation as appropriate * Support the management team in reviewed and refining the strategic plan focusing on enhancing customer experience * Assist in developing, implementing and monitoring marketing plans to include brand awareness, recruitment and retention * Develop, implement and monitor the communication strategy for social media and digital member communication * Continually develop and manage the delivery of the prospective, new and existing member journey * Engage with a variety of internal departments to design, promote and deliver a programme of events * Provide monthly reports on customer feedback from the CRM and set actions to implement where required * Work collaboratively with internal departments to ensure a premium service is provided * Nurture relationships with commercial partners and stakeholders * Day to day line management duties of the front of house team to include 121s and PDPs * Produce monthly executive reports on all activity, targets and return on investment Skills and experience required: * Proven track record in a similar Customer Service, Marketing Manager, Membership Manager or equivalent positions * Knowledgeable on customer experience, events, marketing and communication strategies * Ability to effectively communicate with internal colleagues as well as high profile stakeholders * Passion for excellence and providing a premium service * Strong attention to detail * Creative and customer focused Benefits: * 25 days holiday plus Bank Holidays * Birthday off * Employee assistance programme * Access to retail discount site * Membership * Free parking Due to the nature of the role and business, there will be the requirement to support with events that take place on evenings and weekends from time to time. If you are immediately available and keen to join a prestigious organisation as their Head of Customer Experience, then please apply today