Head of Customer Experience Leicestershire/hybrid C£80,000p.a.
Do you have strong experience leading teams through change and driving them to the next level?
Are you looking to join a highly reputable firm where you can inject your experience and skillset?
The Company: ER Recruitment are excited to be working with our client, a leading organisation who are widely respected in their industry and a nationwide brand. They are now seeking a Head of Customer Experience to lead their contact centre, sales support and customer success teams into the next level. The successful candidate will deliver first class customer experiences and profitable market share growth in the Consumer sector, through the development of strong commercial propositions, excellent customer service, and effective sales leadership.
Role & Responsibilities of the Head Customer Experience:
Strong performance management through a focus on coaching and development
Lead the development and execution of the Consumer sales strategy
Develop, launch and embed market leading Customer Propositions
Lead the development and execution of a vulnerable customer strategy
Develop propositions to deliver an ongoing pipeline of profitable growth, winning new business as well as retaining current customers
Deliver improvement to the customer experience throughout the sales journey, measured, for example, through NPS scores
Drive efficiencies in process performance, reducing cost
You will be an agent for change within the organisation – leading on sales specific programmes and contributing subject matter expertise where required in wider transformation programmes.
About You as the Head Customer Experience:
Proven background leading a range of teams from contact centre customer service, sales and customer success.
Driven to achieve results
Someone who keeps the Customer at the heart of all they do.
Communicates Influentially
Develops effective teams and is a strong collaborator
Innovative with a strategic mindset
Authentic
Please note by applying for this role you give consent for ER Recruitment to retain your CV for up to 24 months for the purposes of assisting you to find your next role unless you notify us otherwise.
While we aim to get back to all applicants however if you do not receive a response within seven working days then unfortunately your application has been unsuccessful on this occasion.
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