Customer Experience Manager

Salary £40,000 - £45,000

Tandem Talent is proud to be working with an exciting, people focused retail company who are looking to recruit a new Customer Experience Manager based in our clients head office outside of Swindon.

The main purpose of the role is to support the Head of Operations in analysing and delivering a full customer experience journey by taking ownership and responsibility for Customer Experience within the post sales environment, taking accountability for continuous improvement of that experience.

Other responsibilities will include:

· Will be looking at the customer journey through our operations environment (not ecommerce or stores) which includes customer services, after sales etc

· Ideally have operations experience so understand what ‘good’ looks like

· Need to be able to process map – looking at key handovers, system mapping, stakeholders etc

· Strong continuous improvement skills (six sigma or lean experience beneficial)

· Produce recommendations – cost/benefit etc

· Project manage/take accountability for delivering against recommendations

· Ideally have operations experience in a retail environment so understand what ‘good’ looks like

The candidate:

· Highly pragmatic

· Hold a curious mindset so don’t take the first answer as 100%, keep drilling down until get to the ‘actual’ position

· A Self-starter

· A consultancy background would be advantageous

· Ability to understand the business, its ethos, ambitions etc quickly so that solutions are aligned and ‘realistic’!

· Empathy inorder to identify pain points

· Analytical skills, to process and draw insights from the data

· Good interpersonal skills, since most of the projects/initiatives would require multi department involvement (empathy, communication, influence)

In return you will receive a competitive salary and benefits package and the opportunity to work within a growing part of the business

If you would like to be considered for this position, please apply with an up to date CV.

*Please note due to the high number of applications we receive if you have not had a response within 10 days, unfortunately your application has been unsuccessful.