Head of Customer Experience

Job Ref: DJHC4302
Job Title: Head of Customer Experience
Location: South East or Midlands
Salary: Up to £90k + bonus

I am looking for an innovative Head of Customer Experience to join a growing technology organisation.

PLEASE NOTE THAT THIS IS NOT AN OPERATIONAL ROLE ACROSS CUSTOMER SERVICE.

I am looking for an insight led background, NPS/ customer effort/ customer satisfaction, end to end customer journey mapping and root cause complaint analysis expert.

Responsibilities:
• Create and execute a market leading Customer Experience strategy
• Define and maintain end to end customer journeys which focus on delivering a differentiated Customer Experience
• Establish comprehensive Customer Experience metrics to allow the organisation to understand the ‘Voice Of the Customer’
• Ensure that a customer centric culture is advocated
• Conduct research and insight to ensure that the business continues to innovate their Customer Experience and product development
• Establish a channel strategy to ensure the Customer Experience is consistent
• Work internally and externally to ensure that all colleagues achieve the appropriate Customer Experience
• Manage the complaints function establishing root cause analysis to ensure the business can understand systematic issues
• Work with IT to ensure that the User Experience supports the overall Customer Experience
• Work closely with marketing to establish an appropriate and consistent ‘tone of voice’ and ensure that this is maintained across our entire customer journey and across all channels

Key behaviours:
• Demonstrable experience of Customer Experience improvement by using data and insight
• Experience of end to end customer journey mapping
• Self-starter, resilient, focused, a real achiever of results for the customer
• Engaging leader – able to communicate at all levels
• Inquisitive, resourceful and willing to challenge the status quo
• Energetic & enthusiastic
• Very people centric

If you are interested in applying for this position, you will need to have a proven track record of substantial success in a pure Customer Experience environment.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.

Junior Sales Manager – SAAS

Job Ref: DJHB1050a
Role: Junior Sales Manager – SAAS
Location: London
Salary: up to £35,000 per annum plus bonus and benefits
Job Type: Permanent

Are you looking for an opportunity to work for a scaling, ambitious start-up within the technology space?

Do you have experience selling software, technology or telecoms solutions into the Enterprise market?

If so, this could be just the role for you!

Reporting into board level, you will have the unique opportunity to work closely with the leadership team for the business to develop new relationships externally.
You will be responsible for the end to end sales process for a growing organisation. Having the autonomy to deliver bids and tenders for prospective customers, you will have the opportunity to work in a dynamic environment.

Working as part of a small sales function, you will be responsible for:
• Taking ownership of the delivery of lead conversion and managing the sales process from end to end.
• Delivering clear and effective communication to the end client ensuring that customer touchpoints are being managed effectively.
• Managing the sales operation process.
• Handling bids and tenders for new prospects.
• Managing the relationship with new and existing customers effectively ensuring that the development of the relationship happens seamlessly.

You will ideally be:
• Experienced in selling software, technology and or telecoms solutions to end customers; ideally at enterprise level.
• A tenacious and self-motivated individual, who has the ability to work effectively in the delivery of sales processes.
• Able to create presentations and pitches for prospective clients.
• Able to communicate effectively with stakeholders at all levels, building excellent rapport.

This is an exciting opportunity to join a business who are experiencing growth and are looking for likeminded individuals to join them on their growth journey.
Having a great portfolio of customers already, this is a great opportunity for an ambitious individual to embrace and really flourish with a great business who are providing a fantastic technology into the market.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter any discussions or offer any assistance regarding sponsorship.

Business Readiness Manager

Job Ref: DJHB1049
Role: Business Readiness Manager
Location: Midlands
Salary: £35,000 – £47,000 per annum + benefits
Job Type: Permanent

Are you experienced in working within businesses through change and transformation?
Are you looking to work for a scaling organisation with ambitious growth plans?
Do you want to accelerate your career and grow a team?
If so, this could be just the role for you!

This is a newly created role to support a growing organisation who are testing, challenging and disrupting the market. Currently undertaking a huge internal evolution, this business are looking to bolster their internal talent with the best from the Utilities industry as part of their continued growth aspirations.

Responsibilities will include:
• Taking accountability for the development and execution of the business readiness strategy,
• Managing the creation and completion of the strategy for change.
• Managing relationships with internal and external stakeholders; identifying all areas for change, continuous improvement and for delivery improvements.
• Mapping out the end to end customer journey alongside the Head of Business Readiness to support the change strategy.
• Identifying the most appropriate methods of change and being able to select the efficiencies to create and carry out a structured plan.

You will ideally be:
• Experienced in the delivery of change operations across regulated sectors.
• Confident in the ability to create and execute a structured plan in times of change.
• Used to managing growing and developing teams within a scaling business.
• Able to demonstrate and draw upon previous issues that you’ve overcome to give examples of the complexities of change.

This is an exciting opportunity to join an evolving team, and to grow and develop an important function within the Utility back office operations.

To apply for this position please forward a copy of your CV to: mail@douglas-jackson.com or visit us at: http://www.douglas-jackson.com. We will acknowledge receipt of your CV and if we are able to progress your application then a consultant will be back in touch with you to discuss your application and interest in more detail.

Follow us on Twitter @callcentrejobs1

Douglas Jackson are a specialist recruitment consultancy and executive search company, working to hire exceptional talent for Executive, Managerial and skilled practitioner level appointments. Working in partnership with customer focused organisations, we offer a professional, trusted and quality service, to identify, attract and hire talented professionals within Operations, Strategy, Customer Experience, Intelligence, Customer Insight, Sales, Customer Service, Resource Planning, Data, Analytics, Programmes, Change, Transformation, Digital, Contact Centre and Customer Contact.

Douglas Jackson are working as an Employment Agency in respect of this vacancy.

All applicants must be eligible to live and work in the UK and or territory/location specified. We will not be able to enter into any discussions or offer any assistance regarding sponsorship.