Customer Experience (CX) Manager

at  Leger Shearings Group

Job Advert
Leger Shearings Group is the UK’s leading provider of escorted coach, river, and rail holidays. We have a track record for success and growth, providing our customers with fantastic and unforgettable holiday experiences. We pride ourselves in giving the utmost care, offering a personal touch with every interaction. As part of our growth plans, we now have an opportunity for experienced customer experience (CX) management professional to join our Senior Leadership Team.
As the Customer Experience Manager (“CXM”) at Leger Shearings Group, you be responsible for overseeing and improving the overall customer experience across all touchpoints within the company. You will drive initiatives to foster customer loyalty and retention, ultimately ensuring a positive and consistent brand experience for all of our customers.
As the CXM you will also be responsible for bridging the gap between our heritage and developing brands and our customers. Your key tasks will include gathering customer insights, creating customer journey maps, identifying areas for improvement and delivering impactful commercial solutions. In addition, you will be responsible for ensuring that all customers have a seamless, positive experience from their first point of contact through to post-trip. You will work closely with, and make accountable other departments to enhance service delivery, address customer feedback, and implement strategies for continuous improvement.
As a member of our Senior Leadership Team, you will be responsible for role modelling and advocating our Company mission and CARE values in everything you do.

ESSENTIAL SKILLS AND QUALIFICATIONS

• Proven ability to develop and execute customer experience strategies.
• Strong leadership skills with experience managing teams and driving performance improvements.
• Excellent communication and interpersonal skills to effectively engage with customers and stakeholders.
• Experience in project management to oversee customer experience initiatives.
• Ability to analyse customer data and translate insights into actionable business strategies.
• Problem-solving skills with a customer-focused mindset.
• Knowledge of customer experience tools and technology (CRM software, feedback platforms, etc.).

ABOUT YOU:

• You will have a passion for travel and tourism, ideally with sector experience at a senior level.
• You will have familiarity with UK consumer protection laws and customer rights.
• You will have a demonstratable track record in identifying and leading business improvement initiatives. Experience with continuous improvement techniques will be a distinct advantage.
• This role is primarily based at our Rotherham head office (S60 2XR), with occasional business travel to other parts of the United Kingdom according to the needs of the role. You will therefore be able to commute regularly to our Rotherham location and will have your own means of transportation for when business travel is needed. Due to the senior and operational nature of the role, we do not feel it is suitable for candidates seeking to work on a remote basis.

Customer Journey Management

• Create detailed customer journey maps to identify critical touchpoints and optimise interactions at each stage of the customer experience.
• Monitor and continuously improve the customer journey across all touchpoints (online, phone, in-person, etc.).
• Work with Marketing, Contact Centre, Operations, Product and other teams to ensure consistent, high-quality service is delivered at every stage of the customer interaction.

Customer Feedback and Insight

• Gather, analyse, and act on customer feedback to ensure all areas of the business meet customer expectations.
• Utilise customer surveys, reviews, and direct feedback to identify trends, pinch points, and areas for improvement.

Complaint Management

• Strategise the handling of customer complaints and ensure prompt, effective resolutions that align with company policies and values.
• Implement strategies to reduce the number of complaints and improve overall customer satisfaction.

Strategy and Planning

• Develop and implement customer experience strategies aligned with the company’s vision and goals, aimed at increasing customer satisfaction, loyalty, and retention.
• Work with senior management to set clear objectives and targets for customer experience performance.

Continuous Improvement

• Analytical Skills: Experienced in conducting root cause analysis (RCA) to identify underlying issues affecting customer satisfaction.
• Process Improvement: Experience in implementing processes that enhance efficiency and service quality.

Collaboration with Other Departments

• Collaborate with other departments such as Marketing, Sales, Operations, and Product Development to ensure the customer experience is fully integrated and optimised across all functions.
• Provide actionable insights to improve products, services, and operational processes.

Reporting and KPI Monitoring

• Track key performance indicators (KPIs) like customer satisfaction, net promoter score (NPS), and retention rate to measure the effectiveness of customer experience initiatives.
• Prepare regular reports and presentations on customer experience metrics and improvement initiatives for senior leadership.
• Use data and analytics to support recommendations for changes or enhancements to customer service protocols.

Customer Advocacy and a Customer Centric Culture

• Foster customer brand loyalty and advocacy by proactively addressing customer concerns and exceeding expectations.
• Promote a customer-centric culture within the organisation by embedding customer focus into all business processes.