Customer Experience Manager

<p>We have been commissioned by one of the world’s largest providers of training to the civil and military markets to source a Customer Experience Manager on a permanent basis for their facilities in the South East.</p> <p>If you have a broad experience of leading, guiding and supporting core customer/client facing functions, ensuring a resolute commitment to the overall Customer and Client experience, then this exciting opportunity is for you!</p> <p>You will demonstrate a proven history of exhibiting highly effective cross functional leadership skills as well as a strong drive for results in order to leverage team capability and drive a cohesive work environment in which customer/client Service is unparalleled and second to none.</p> <p>With exceptional service at the core of this position, the position holder will need to demonstrate previous experience of driving cultural change in order to develop and grow teams, with customer/client excellence and creative solutions embedded into everyday activities.</p> <p>Key Responsibilities:-</p> <ul> <li>Translate, communicate and support the company’s strategic plan, obtain the buy in and commitment from all front end departments (Account Executives, Client Services, Scheduling, Training Administration) to ensure plan implementation.</li> <li>Cultivate and maintain strong working relationships within the companies various business sectors to understand their training experiences, perceptions and knowledge.</li> <li>Proactively own, manage, monitor, interrogate and report-out on Customer Satisfaction and OEM surveys, ensuring proper feedback is delivered to both internal and external clients. Seek and drive forward opportunities for improvement to enhance Client experience derived from survey data and suggestions.</li> <li>Identify, drive forward and implement innovative solutions that positively impact the customer/client experience.</li> <li>Monitor the internal and external competitive landscape to ensure the companies is responding to threats, translating and feeding back to the Leadership team opportunities for improvement.</li> <li>Oversee and support the teams in providing on-site customer/client assistance ensuring an unrivalled customer experience.</li> <li>Lead, motivate and engage the front end departments (Account Executives, Scheduling, Client Services, Training Administration) through coaching, support and providing quality and timely feedback.</li> <li>Ensure a priority focus on key targets and drive teams towards exceeding.</li> <li>Manage and foster teams to ensure the customer/client experience is at the core of everything they do. Drive teams to be exceptionally available and provide best-in-class follow ups.</li> <li>Identify and assist teams in resolving customer/client pain-points and create innovative solutions.</li> <li>Maintain a strong front-end team through recruiting, selecting, orienting and training, ensuring that the team adequately reflects the dynamics of the company’s Customer base.</li> <li>Proactively engage in performance management and development. Set and agree long and short term objectives with direct reports and actively monitor performance, ensuring objectives are reviewed and updated based on market developments and changes to the strategic plan</li> <li>Partner with Marketing, Finance, Human Resources and other support functions to optimize the company business results</li> <li>Engage with teams to ensure accurate and realistic training reservations are taken allowing management of customer expectations. Ensure the booking and payment process is seamless.</li> <li>Take a leadership position in supporting the implementation of technical developments.</li> <li>Identify and manage retention of pre-existing business year over year</li> <li>Be actively involved in a leadership role, promoting the Companies presence within the Industry.</li> <li>Work closely with and aggressively drive the Companies Facilities Management Service to ensure their performance contributes positively towards the overall Customer experience.</li> <li>Financial management as appropriate whilst ensuring effective allocation of budget</li> <li>Work with the other Training Centres in sharing and aligning best practices impacting customer/client experience.&nbsp;</li> </ul> <p>If the above opportunity is of interest to you and you want to work for a forward thinking organisation with a true global footprint please forward your CV to <a href="mailto:kevin.small@zenon.aero" rel="no-follow">kevin.small@zenon.aero</a></p> <p>Unfortunately only short listed candidates will be contacted.</p> <p>Zenon Recruitment Ltd is acting as an Employment Agency in regards to this vacancy.</p>