Customer Experience Manager

Diamond Search Recruitment are delighted to be representing our client, an established and highly reputable global manufacturing business. Our client are passionate in creating the highest quality products, and with a commitment  to sustainability, this really is a great place to work! 

Recruiting for a Customer Experience Manager, this exciting roles offers attractive remuneration of £40-50K according to experience. For the right candidate, there is also an opportunity to be part of the senior leadership team. An exciting role encompassing customer care, order processing, service operations and marketing, this is certainly a great opportunity, which would suit a dynamic, focussed and engaging leader!

Role Responsibilities:

· Management of the Customer Care and Order Processing Team.

- Performance management of the team to ensure highest levels of accuracy.

- Provide training and support the continued professional development of the team.

- Manage and maintain the QMS system to provide customers with quick resolutions to issues and questions.

- Establish procedures and best practice for customer care.

- Interact with customers and be the escalation point for more complicated requests and issues.

- Manage the company's defined order process to ensure a smooth order journey for the more project-based orders and products.

- Provide support for export documentation and freight quotes.

- Control the prices and margins being entered into the system.

- Audit orders to ensure compliance within the company's rules.

- Be the link between external sales and the customer experience function.

· Management of the Service Operations Team.

- Day to day management of the Service Ops Team supported by the Field Service Supervisor.

- Developing and implementing service standards and procedures for the service delivery department.

- Updating service methods to improve overall efficiency.

- Ensuring all DBS checks and risk assessments are current.

- Creating and presenting regular reports to the executive team.

- Monitoring of the service operatives hours and providing information to payroll.

- Ensuring full utilisation of the Service operatives to maximize the departments pre-distribution profit.

· Management of the Marketing Function (working closely with the Head of Sales)

- Management of the Marketing Assistant and external marketing agencies.

- Communicating with senior management about existing and new marketing activities.

- Design, implement and review a yearly costed Marketing plan to support business growth.

- Organising promotional events, such as trade shows, and ensuring the prompt delivery of materials and products.

- Evaluating and improving marketing campaigns with possible solutions to fit within budgetary constraints.

- Identify and measure marketing outcomes to increase the efficiency of marketing activities within the company.

- Produce and update the Marketing Calendar

The Ideal Candidate: 

People Management experience in at least one of the areas noted above.

High level of accuracy and attention to detail

Customer Service experience

Strong Mathematics and English skills, and highly computer literate

DESIRABLE:

Working knowledge of ERP systems and Mailer software 

Knowledge of Field Service

Knowledge and organisation of trade shows

What are you waiting for? If this sounds like the ideal role for you, we want to hear from you today! Apply now! 

Alternatively if you know someone who may be suitable for this role, please let us know!  'Refer a Friend ' and receive a *£200 spa or shopping voucher! *Terms apply.

Diamond Search Recruitment is acting as an Employment Agency regarding this vacancy.