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- Tasks: Lead a team to enhance customer service across phone, email, chat, and social media.
- Company: Join Trespass, a company passionate about outdoor adventures and exceptional customer experiences.
- Benefits: Enjoy 30 days holiday, corporate discounts, free parking, and pension contributions.
- Why this job: Be part of a dynamic team focused on customer satisfaction and outdoor exploration.
- Qualifications: Experience in customer service management and strong leadership skills are essential.
- Other info: Salary based on experience; apply now to start your adventure!
The predicted salary is between 36000 - 60000 £ per year.
We are seeking a dynamic and experienced Customer Experience Manager to join our team. The ideal candidate will be passionate about delivering outstanding customer service across multiple channels and enhancing the overall customer experience. They will possess strong leadership skills, excellent communication abilities, and a customer-centric mindset.
Responsibilities include:
- Developing and implementing customer service strategies to drive customer satisfaction, loyalty, and retention.
- Lead and mentor a team of customer service representatives to deliver exceptional service across all channels, including phone, email, chat, and social media.
- Establish and maintain service level agreements (SLAs) to ensure timely and efficient resolution of customer inquiries, issues, and complaints.
- Monitor customer feedback and satisfaction metrics, analyse trends, and identify areas for improvement.
- Collaborate with cross-functional teams, including sales, marketing, and operations, to optimize the customer journey and drive revenue growth.
- Implement customer experience initiatives, such as loyalty programs, personalized recommendations, and post-purchase support, to enhance the overall customer experience.
- Develop and maintain customer service policies, procedures, and training programs to ensure consistency and quality standards.
- Stay current on industry trends, best practices, and emerging technologies related to customer service and customer experience.
Qualifications required:
- Proven experience in customer service management, preferably in the retail or e-commerce industry.
- Strong leadership skills with the ability to motivate and inspire a team.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Proficiency in customer service software, CRM systems, and other relevant tools.
- Analytical mindset with the ability to analyse data, identify trends, and make data-driven decisions.
- Creative problem-solving abilities and a proactive attitude towards continuous improvement.
- Passion for the outdoors and outdoor activities is a plus.
You will receive 30 days holiday to ensure you keep a healthy work-life balance and have lots of exciting plans in place to look forward to. Benefit from our corporate discounts for you, your friends and family, making the most of the great outdoors. Free parking as there is nothing worse than parking metres and additional costs. Pension contributions and more!
Join our team and be part of a company that is dedicated to helping people explore and enjoy the great outdoors while providing exceptional customer service every step of the way. Apply now to embark on your next adventure with us!
Customer Experience Manager employer: Trespass
Contact Detail:
Trespass Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Familiarise yourself with the latest trends in customer experience management, especially in e-commerce. This will not only help you understand the role better but also allow you to discuss relevant strategies during your interview.
✨Tip Number 2
Prepare examples of how you've successfully led a team in delivering exceptional customer service. Highlight specific metrics or feedback that demonstrate your impact on customer satisfaction and loyalty.
✨Tip Number 3
Research StudySmarter's approach to customer experience and think about how you can contribute to enhancing it. Being able to articulate your ideas on improving customer journeys will set you apart from other candidates.
✨Tip Number 4
Network with current or former employees of StudySmarter to gain insights into the company culture and expectations for the Customer Experience Manager role. This insider knowledge can be invaluable during your application process.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer service management, particularly in retail or e-commerce. Use specific examples that demonstrate your leadership skills and customer-centric approach.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer service and the outdoors. Mention how your previous experiences align with the responsibilities outlined in the job description, and express your enthusiasm for the role.
Highlight Relevant Skills: In your application, emphasise your proficiency in customer service software and CRM systems. Discuss your analytical mindset and problem-solving abilities, as these are crucial for the Customer Experience Manager role.
Showcase Your Team Leadership: Provide examples of how you have successfully led and mentored teams in the past. Highlight any initiatives you implemented that improved customer satisfaction or team performance, as this will resonate well with the hiring team.
How to prepare for a job interview at Trespass
✨Show Your Passion for Customer Experience
Make sure to express your enthusiasm for delivering outstanding customer service. Share specific examples from your past experiences where you went above and beyond to enhance customer satisfaction.
✨Demonstrate Leadership Skills
Prepare to discuss your leadership style and how you've successfully motivated and mentored teams in previous roles. Highlight any strategies you've implemented that led to improved team performance.
✨Be Data-Driven
Familiarise yourself with key customer satisfaction metrics and be ready to discuss how you've used data to identify trends and drive improvements in customer service. This will show your analytical mindset.
✨Know the Company and Its Values
Research the company’s mission and values, especially their focus on outdoor activities. Be prepared to explain how your personal interests align with their goals, which can help you stand out as a candidate.
