MAIN ACCOUNTABILITIES:

• Leadership: Manage and mentor a team of customer experience professionals, providing guidance, support, and development opportunities.
• Strategic Implementation: Drive the implementation of the customer experience strategy, ensuring alignment with the company’s vision and goals. Consistently review and implement enhancements in the customer frameworks and collateral.
• Cross-Functional Collaboration: Build and maintain strong relationships with key stakeholders, both internal and external, to promote a customer outcome focused culture by collaborating with colleagues to integrate customer into business practices and policies to enhance the customer experience aligned with our broader business objectives.
• Reporting: Assimilate, produce and present necessary reports relating tocustomer across the business. Ensuring these stay up to date and accessible.
• Project Management: Lead and oversee key customer projects, ensuring action plans are in place with measurable outcomes, holding teams accountable for developing and meeting these goals and that they are delivered as agreed, on time and within budget.
• Capability Building: Build and deliver training and development programs to enhance customer experience and service capabilities across the wider business including with our supply chain.
• Continuous Improvement: Ensure effective use of customer insights in all areas of the business. Ensure teams systematically capture, investigate, and address customer concerns to improve our products and services. Identify opportunities for continuous improvement in customer then implement and monitor performance metrics to measure the effectiveness of these initiatives.
• Best Practice Integration: Provide an external perspective that brings best practices from other organisations and look to implement where appropriate.
• Technology Implementation: Support the implementation of customer engagement technology and actively advocate for CRM usage across the business.
• Flexibility: Operate flexibly across the business and pick up ad hoc projects as required to support the customer objectives.

MOST IMPORTANT SKILLS BASED REQUIREMENTS:

• Experience: Extensive experience in customer experience and service management, with a proven track record of leading successful initiatives in multi-faceted fast paced environment.
• Leadership Skills: Strong leadership and team management skills, with the ability to inspire and motivate others.
• Strategic Thinking: Ability to think strategically and develop long-term plans to enhance the customer experience.
• Communication Skills: Excellent communication, presentation and interpersonal skills, with the ability to build rapport, collaborate, influence and engage stakeholders at all levels.
• Analytical Skills: Strong analytical skills, and applied curiosity skills, with the ability to interpret data and make informed decision to address complex customer issues effectively.
• Project Management: Proven project management skills, with the ability to manage multiple projects simultaneously.
• Customer Focus: Deep understanding of customer needs and behaviours, with a commitment to delivering exceptional customer experiences.

As a key member of the Customer team in Operations, the Senior Customer Service Manager will lead a small team dedicated to enhancing customer satisfaction loyalty and advocacy.
This role involves oversight, influencing business practices, and deputising for the Customer Experience Director. The Senior Customer Service Manager will ensure the successful implementation of the customer experience strategy, aligning it with the overall business objectives. The Senior Customer Service Manager will drive the implementation of the customer framework, ensuring it aligns seamlessly with the overall business strategy.