Customer Experience Manager

 

Customer Experience Manager

6 Months Contract

London

£28k - £34K

My client a specialist within the tourism industry for a Global Customer Operations (GCO) team requires a Customer Experience Manager (6 month contract) to manage customer experience improvement projects and support the organisation with CE focused reporting.
 
The successful candidate for this role will be a highly structured and number savvy individual, have an analytical mind-set, has demonstrated leadership ability and is capable of functioning in a matrix environment. This person will need to take on cross departmental projects, maintain detailed reports and be capable of communicating at a senior level.

Key Responsibilities:
Take on existing customer experience improvement projects, coordinating across departments to ensure defined milestones are met.
Communicate progress reports to stakeholders across the organization.
Work with vendors and internal analytics teams to maintain existing reporting of KPIs and provide guidance on analyses.
Liaise with internal and external teams to manage customer survey programs, ensuring representative sampling.
Conduct high level analysis of customer feedback.
Support GCO regional P&L owners in understanding regional performances and ensure local initiatives are aligned to global customer experience priorities.
Provide a proactive "through the customer's eyes" view ensuring new policies / procedures and built with the customer in mind.

Qualifications:
Fluent in English
Bachelor's degree or equivalent post-secondary degree
Strongly prefer experience in end to end customer surveying from sample generation through to analysis of results.
Strongly prefer experience in managing change focused projects in a cross functional/ matrix environment.
Prefer experience in customer experience or customer operations related role in a global organization
Strong customer orientation, with ability to decipher and understand customer needs.
Prefer demonstrated ability to lead people/teams without formal responsibility and interacting and building rapport with teams of all levels

Successful candidates will be contacted within 5 day