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Customer Experience Manager

  • Salary: £38000.00 - £40000.00 per annum + plus bonus plus benefits
  • Location: High Wycombe
  • Job type: Permanent
  • Job reference J1040343

Our client, a non for profit organisation offering super benefits, is looking for an experienced Customer Experience Manager.

The Customer Experience Manager will define and deliver all customer experience projects, effectively lead, develop and support the Customer Service department to exceed customers' expectations, while overseeing the day-to-day management of the Customer Experience team. This role will scope the vision for the digital customer experience focusing on the customer journey to drive awareness, new member acquistion, engagement, sales, service and retention for the e-Commerce Store.

The Customer Experience Manager will also review and provide recomendations to deliver business improvements.

The ideal candidate will have previous experience managing and leading large cross functional teams, be a driver of change and have commercial awareness.

Our client is offering a generous salary, bonus and excellent benefits.

Key responsibilities
* Lead and manage the e-Commerce team and online store
* Lead and manage the Customer Support team and Retention team
* Develop and implement a digital roadmap
* Manage budgets
* Improving and updating tools and processes to optimise the digital customer experience

Key Skills
* Proven leader of digital customer experience programmes, a driver of change
* A strong understanding of the latest retail, e-Commerce and multichannel trends
* Experience managing and leading large cross functional teams
* Ability to work efficiently and accurately while working towards multiple deadlines
* Self-starter and proactive; creative thinker and problem solver
* Demonstratable success in driving online trading and data-driven decision making
* Experience of SEO, CMS, email marketing and social media

Please note that we will only contact those candidates that we assess as suitable for the positions we have currently available based on their experience, training and skills. If we do not have anything suitable we will not keep your CV for more than 30 days.

Bucks and Berks Recruitment is an equal opportunities employment agency and employment business that is serious about its compliance with legislation. Bucks and Berks is acting as an Employment Agency in relationship to this role (if the vacancy is for a permanent position) or is acting as a Recruitment Business in relationship to this role (if the role is for a temporary position).