Customer Experience Consultant (3 months possibly extending to 6 month contract)

Job Ref: DJMA1805
Job Title: Customer Experience Consultant (3 months possibly extending to 6 month contract)
Location: CZECH REPUBLIC
Salary: £300-500 per day to include expensed dep on candidate and experience.
Employment Type: INTERIM CONTRACT

You will play a pivotal part in helping the business continue to grow and scale, whilst achieving its goal of being the No 1 service provider for customer service across their sector.

As a Subject Matter Expert Customer Experience Consultant, you will have a good level of strategic level experience within a senior Customer Experience position covering Product Management, Start-up or fast growth scaling operations, Technology, design and innovation, alongside corporate strategy building and high level consulting. Experience within the travel and or hospitality industry will be advantageous.

They will be looking to appoint an individual who can nurture, coach and motivate future CX leaders, offering consultancy and strategy on end to end customer journey design and strategy.

Other responsibilities include:
• Development of a strategic capabilities roadmap
• Ability to use customer analytics to determine customer preferences, needs & behaviours
• Using channel analytics to track the CX across various channels such as IVR, Web, Call / Chat / Email, Voice AI, Social Media and bringing the customer analytics and channel analytics together to developed multichannel customer experience strategies (self service focused)
• Build business cases and calculating ROI on customer strategy initiatives
• Work on cross channel programs and help building a consistent, cross channel CX
• Customer survey development, creation & analytics expertise

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, Service, Planning, Data, Programmes, Change Transformation, Digital 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.

Vendor Manager (Operations)

Job Ref: DJKG1280
Job Title: Vendor Manager (Operations)
Location: London (occasional travel)
Salary: £48k plus 10% annual bonus with some outstanding company benefits)
Employment Type: Permanent

This is a fantastic opportunity for an experienced Vendor Manager to join an innovative and forward-thinking E-commerce and Technology driven organisation.
This role reports to the EMEA Customer Experience Manager and your role will be to manage the outsourced contact centre which is offshore and liaise with and built relations with the other teams through Europe and America in preparation for product launches.
This role requires someone that has previous experience as a Vendor Manager and has worked with European and International market space

• To maintain and improve the offshore Contact Centre operations by monitoring performance and collecting, analysing and reporting on data trends
• Working closely with quality assurance, resolutions and training teams
• Understand the voice of the customer representing success and pain points
• Working and building relationship with internal and external stakeholders through the UK and EMEA

If you are interested in applying for this position, you will need to have solid experience as a Vendor Manager and be a self-starter. Someone that has worked for a start-up organisation would be suitable for this role. You must have experience working with the EMEA space and have strong analytical and strategic skills.

To apply for this position please forward a copy of your CV to us. 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.

Contact Centre Manager (Outbound Sales)

Job Ref: DJKG1270
Job Title: Contact Centre Manager (Outbound Sales)
Location: Essex – South East
Salary: £40k to £50k
Job Type: Permanent – Monday to Friday (with occasional weekends)

An exciting new position has become available for a Sales Contact Centre Manager working for a growing European, Award winning organisation. You will have 2 direct reports and have managed and lead a 100fte contact centre. This role reports to the Operations Director.

The main focus for this role is to head up the inhouse outbound sales teams on behalf of some well-known brands, with the primary focus on B2B sales strategy and campaigns.

• Managed working relationships with external and internal stakeholders
• Supporting, coaching and leading your Team Managers to ensure high quality performance is driven throughout the teams
• Forecasting revenue sales internally and externally for stakeholders
• Lead and manage Team Managers to ensure that the KPI’s and SLA’s are achieved and maintained

You will need to have managed a busy contact centre and have experience of leading an outbound sales team. The ability to analyse and present data is a strong advantage. You will need to be able to showcase your success on forging strong working relationships with external and internal stakeholders.

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.

Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager

Job Title: Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager
Location: Swindon – South West
Salary: Up to £45,000 plus bens
Job Type: Permanent

An opportunity for a Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager to take responsibility for a multi-channel, digitally aligned and ever evolving customer experience operation.

As the Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager within customer service, you will work with the Continuous Improvement team to identify and develop the best customer journey through every channel, using insight, data and market intelligence to drive a positive Customer Journey and have a positive impact on NPS/CSAT scores.

The ability to prioritise and set daily tasks, whilst recognising that flexibility may be required due to the day to day demands of the business will be key to achieving the best possible outcomes.

Some of the duties and responsibilities for the Customer Experience Manager – Customer Journey Manager will include:

• Champion the design and implementation of the customer journey over every customer channel.
• To build and maintain solid long-term relationships with internal stakeholders
• To ensure that the customer is a primary focus throughout the business and to take full ownership of this strategy
• Drive continuous improvement ethos within the business
• Define and develop opportunities to improve processes, procedures and a better service proposition to our customers

If you are interested in applying for this position, you will need a proven track record as a Continuous Improvement Manager – Customer Experience Manager – Customer Journey Manager – Project Manager working with a team of customer service professionals to develop an improved customer service offering and a great place to work. Used to achieving SLA’s and KPI’s you will take ownership of the ongoing customer service delivery and look to improve existing operations as the business continues to grow.

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, Service, Planning, Data, Programmes, Change Transformation, Digital 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.