Customer Experience Manager

Job Ref: DJHC32075
Job Title: Customer Experience Manager
Location: Hull/ Leeds (home and office based)
Salary: Up to £50k
Employment Type: Permanent

We are delighted to be working in partnership with a business going through large scale Customer Experience transformation. We are looking for a talented Customer Experience Manager to join this exciting people focused organisation.

This is an opportunity to create a Customer Experience function at the start of a huge journey and make a big impact on business performance.

Responsibilities:
• To understand, evaluate and then curate the desired Customer Experience for the organisations diverse customer segments
• To proactively increase customer satisfaction and loyalty, by anticipating and meeting customer needs
• Define and implement a complaints management policy for the business outlining the expectations for capturing, responding to, resolving, and fixing root causes of complaints
• To act as an ambassador for customers, bringing the customer perspective to life for colleagues across the business, and championing the benefits to the business of focussing on customer outcomes
• Leadership of up to 10 FTE in quality, complaints and insights roles

Key requirements and behaviours:
• Customer satisfaction comes first! Nothing makes you happier than a 5-star Customer Experience
• Exemplary stakeholder management capability to a senior level, a powerful storyteller with the ability to influence, persuade, challenge and compel senior leaders to take action
• Superb change management skills
• Excellent people leadership skills with a passion for creating a culture of engagement and empowerment
• Complaints management experience

If you are interested in applying for this position, you will need to have a proven track record of Customer Experience management and improvement including journey mapping, analysing customer feedback data and complaints root cause analysis.

You must be an inspirational and people focused leader with credibility to influence change at a senior level.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.

Head of Customer – Risk & Governance

Job Ref: DJKG32076
Role: Head of Customer – Risk & Governance
Location: Swindon (mix of office and home working – need to be in commutable distance to the office)
Salary: £85k to £120k (plus outstanding benefits and holidays)
Employment Type: Permanent

We are currently hiring for an experienced Head of Customer – Risk and Governance to join an established organisation that will lead the Credit and Collections, enabling evolution and transformation.

Working in a newly created role, this is a fantastic chance to create and grow a customer journey, process and improvement and control the Risk and Governance with an operational and continuous improvement focus. This organisation provides an autonomous opportunity to work with internal stakeholders to revolutionise the way that the business develops their strategic approach to risk and governance within each department.

Working as part of a dynamic leadership team, responsibilities include:
• Ability to lead the thinking within the customer, risk, and governance business unit, to agree and deliver priorities for continuous change, risk mitigation, quality assurance and control and governance.
• Ownership, development and implementation of improvement, risk mitigation and control and quality assurance for the credit risk and collections operations.
• Monitoring the compliance and embedding of any improvements required
• Defining, monitoring and managing the quality assurance approach and continuous improvement.
• Ensuring sustainable customer journeys are in place that assure consistent fair customer outcomes and enable business efficiency.
• Delivering efficacy within journeys and supporting greater customer self-serve resolution.
• Provide expert input and guidance for campaigns, new initiatives, and systems changes / implementation from an operational or credit risk perspective.
• Delivery of committed benefits associated with credit strategy changes.
• Leading the thinking for Collections on the development and priorities as we build out our customer journeys.
• Working collaboratively with a wide number of stakeholders ensuring prioritisation and delivery of materially impacting projects within the collection’s lifecycle.
• Support the P&L commitments though business change.
• Responsible for business readiness that enables benefit realisation.
• Ownership of the collection risk and control self-assessment and the prioritisation and mitigation of actions with the full support of operations.
• Accountable for local risk and control reporting, understanding and improvement.
• You will need to show experience and knowledge of customer journey management and continuous improvement in an agile environment.
• Success in a senior change management role within a complex organisation environment.
• Embedding sustainable customer-focused change initiatives.
• Creating risk frameworks, culture, and mechanisms.
• Proven SQL/SAS experience.
• Results orientated with focus on customer outcomes, mitigation of credit losses and benefit realisation.
• Influential communicator with ability to build strong relationships with stakeholders across technical, operational and project teams.
• Experience of managing contacts and 3rd parties to ensure delivery of commercial and customer outcomes.
• Experience of budget, forecasting management, P&L management, and accountability.

The successful person will need to be comfortable working cross functionally and be able to collaborate and influence a wide number of stakeholders both internally and externally. This is a broad and impactful role and needs someone who can think and lead strategically and is comfortable leading transformation.

We invite application from individuals with a proven track record at developing and delivering a customer experience strategy, ideally within a small/mid sized business and across ecommerce and or a subscriptions business.

Follow us on Twitter @douglasjackson

Douglas Jackson are a high-end retained executive search firm exclusively focused on consumer centric business, delivering high performance, diverse, impactful leadership.

Inclusion/Diversity for Digitally Native Brands E-Commerce, Insuretech, Fintech, Fast Growth and Transformation.

Operations, Revenue, Product, Digital, Data, Customer, Strategy, Planning.

Helping consumer-centric, data and digitally led business to identify, attract, hire and retain diverse, impactful, exceptional leadership to drive your growth, transformation, increase profits and exit values. When Exceptional Leadership Matters – We are trusted experts in high performance leadership delivery.

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.

Head of Field Operations

Job Ref: DJHC4310
Job Title: Head of Field Operations
Location: South East with national travel
Salary: Up to £90k salary plus benefits
Employment Type: Permanent

I am looking for a talented Head of Field Operations for a global organisation. This role will involve significant UK travel.

You will take operational responsibility of the field based service team, embedding a ‘sales through service’ culture and driving Customer Experience aligned to the brand ethos and values.

Responsibilities:
• Manage a field based team of approx. 150FTE located across the UK
• Aligning the performance of service operation to provide maximum Customer Experience outputs
• Embedding a sales through service culture and creating additional revenue streams for the business
• Be accountable for the performance of the field based operation ensuring efficiencies are maximised
• Significant Employee Engagement facilitating new performance, Customer and commercial strategy delivery

Key requirements and behaviours:
• Demonstrable experience of successfully motivating and engaging field based teams across large geographical areas (national would be an advantage)
• Experience embedding and driving behaviours that are aligned to brand values
• Proven ability of driving large teams to maximise revenue and promoting the identification of sales opportunities
• Experience of successfully leading and motivating operational teams significantly increasing Employee Engagement
• Customer centric having spent significant time contributing to company-wide customer agendas and advocating Customer Experience excellence
• Extremely performance focused
• Strong commercial acumen
• A driver of change
• Peoples person being able to effectively build credible relationships at all levels
• Continuous improvement mindset
• Continuously striving for excellence

If you are interested in applying for this position, you will need to have a proven track record of managing diverse field based teams in a customer service environment in very customer centric cultures.

You will need credibility to influence change at a senior level and be very performance and outcome driven. Experience working for a branded organisation is a must due to the realignment to the brands ethos and values.

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.

This is not a job alert

You may have realised from the title but this is not a job alert….

We wanted to let you know that we are putting together various news and help articles which you can sign up for here

 

 

One of the articles we will be sharing is also one of the most popular questions and areas of advice we get asked on a daily basis.  What do you think about my CV, or any top tips on my CV?

We asked Nicola Callan, Career Coach from HR Boost for her thoughts and Nicola kindly wrote an article for Douglas Jackson and our community on Top Tips for CV writing.  If you follow the article and need a sounding board, then do let us know.  There is a short video, which can be viewed here.

 

 

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Hoping everyone is safe and well.  Speak soon.

TeamDJ