Customer Experience Delivery Manager
- Cheltenham, South West
- Posted 2nd November 2018
- £45000.00 - £50000.00 per Annum + Competitive Bonus & Bens
- Ref: 1201293
As an Customer Experience Delivery Manager, you will map customer journeys, identify shortfalls and drive continuous improvement change that enhances and simplifies customer interactions.
Your core responsibility will include.
*Drive revenue of Service revenue via the operational delivery of a seamless customer journey (across all customer types)
*Plan and deliver the consumer, specification and commercial range of services as defined in the strategic plan.
*Create and manage the Service Roadmap and agree the overall business priorities across all brands
*Manage the Service category portfolio, ensuring profitability is maximized.
*Deliver the direct to consumer through the contact centre - managing suppliers to as required.
*Work with the Marketing Managers to forecast sales and revenue for services.
*Work with Head of Customer Service, Planning Manager and National Field Service Manager to plan the resource costs for new services and scope training needs.
*Manage the Business Support team - the enablers that will support the delivery of the plan.
*Continually improve the customer journey by challenging systems, T&Cs and processes support the delivery of better Service.
*Become the expert on Service, understanding strengths and weaknesses vs key competitors. Keep abreast of service technologies and service best practice to drive innovation in service delivery.
Essentially you will consider yourself
*Passionate about developing customer experience and service improvements.
*To have experience of using structured change & process models e.g. Lean, DMAIC
*To have strong experience of customer journey mapping.
*To be proactive individual who seeks changes which lead to business improvement
*An effective communicator, who can deliver change, and be able to demonstrate when you have delivered excellent performance.
*Ability to act as a driver for change.
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