Customer Experience Manager

11 February, 2019
Customer Experience Manager
The team are now looking to recruit a Customer Experience Manager to join them in supporting the growth of this inspiring business.   As well as being sent abroad to test out their new tours and destinations (!), you will be required to own the post-purchase customer cycle. This will include managing existing accounts, daily contact with new and existing clients, managing internal stakeholders and working closely with other departments, taking the lead in coaching and training the team to ensure the strategy can be executed.

  • Management of our Customer Experience teams in London, developing them into future stars of the business as they look after our customers
  • Growing the teams through successful planning, hiring, onboarding, and training
  • Taking our key measures (NPS, repeat revenue and CSAT) to the next level with coaching, process improvement, and a keen eye for detail
  • Focussing in on the detail for each function within the department to get the best possible outcomes for our customers
  • Act as a creative problem solver for clients, anticipating their needs to provide best-in-class service and support, as an escalation point when necessary
  • Maximise the impact of the UK team by leveraging technology and identifying process efficiencies
  • Protect existing revenue and increase repeat business through retention, loyalty and up-sell strategy delivery

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