Customer Experience (CX) Manager
Forward Role
- Altrincham, Greater Manchester
- £40,000-45,000 per year
- Permanent
- Full-time
- Customer Journey Mapping & Analysis – Analyse and optimize the end-to-end customer journey, identifying key touchpoints for improvement and utilising data-driven insights.
- Customer Feedback Management - Implement effective systems for gathering, analysing, and acting upon customer feedback to enhance service quality and satisfaction.
- E-Reputation - Monitor and manage the online reputation of the company, ensuring positive customer perceptions and addressing issues promptly.
- Issue Resolution - Lead efforts in resolving customer issues promptly and efficiently, collaborating with cross-functional teams to ensure timely solutions.
- Customer Research & Persona Development - Conduct thorough customer research to inform the development of customer personas and tailor experiences to diverse client needs.
- Root Cause Analysis- Utilise analytical skills to conduct root cause analyses of customer issues, implementing preventive measures to enhance overall customer satisfaction.
- Customer Satisfaction Metrics - Establish and monitor KPIs related to customer satisfaction, providing regular reports and actionable insights.
- Compliance & Ethics - Ensure all customer experience initiatives adhere to industry regulations, compliance standards, and ethical guidelines.
- Previous experience working in a CX Manager role, leading on customer experience initiatives
- Understanding of contact centre operations and other customer journey touch points
- Strong analytical skills and the ability to translate data into actionable strategies
- Ability to collaborate and work in partnership across teams and manage stakeholders at all levels
Forward Role is operating as an employment agency.