Customer Experience Manager

Précis

Mission of the Customer Experience Manager role is:

a. To define and develop customer experience initiatives

b. To facilitate and support customer experience improvements

c. To manage the development of customer experience innovations

About the Client

Leading blue chip global travel business

About the Role

Key-results areas:

1. Actively keep abreast of customer, market, technology, competitor activities in order to develop customer experience improvements and developments

2. Manage and support the global innovation process to ensure a sufficient pipeline of customer experience initiatives to drive growth

3. Develop scoping assessments, business cases and various requirements for customer experience projects

4. Define and develop improvement programs including the use of staff and customer feedback platforms

5. Use customer feedback through market research, operations, sales and other appropriate sources to identify opportunities for customer experience improvements

6. Support the Director, Customer Experience in the development of standards and inputs to training, operations, service center, web, kiosks etc

What We’re Looking For

Professional Experience:

Strong experience in marketing in a customer centric, service focused, international environment

Knowledge:

·Service and travel trends

·New and evolving technologies

·Customer needs, wants and aspirations

·Knowledge of International markets, customers and their differences

·Competitor offerings

·Reasonable level of operational processes

About the Offer

£60-65k + package