Join to apply for the Customer Experience CX Manager role at Stopgap - Marketing, Digital & Creative Recruitment

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Join to apply for the Customer Experience CX Manager role at Stopgap - Marketing, Digital & Creative Recruitment

Salary: £44,000 - £48,000 per annum Location: Greater London,Central London Job Type: Permanent

Customer Experience CX Manager with a track record of developing and optimising the supporter and customer journey across all touch points

About The Company

Our client is a lovely forward thinking national pet charity. This role is instrumental in elevating the importance of customer centricity in how the charity develops, grows and maintains their external customer/ supporter relationships.

About The Role

NB - this role is not an opportunity in Customer Services or Customer Success Management.

What You'll Be Doing

• Work with the customer facing teams across the organisation to review, refine, develop and lead new customer and supporter journeys
• Ensure the overarching customer/ supporter CX experience is holistic and consistent across the charity, building life-time value
• Identify ways to optimise customer communication and loyalty, to deliver an improved experience across all touchpoints
• Lead the process of gathering and applying customer/ supporter feedback to drive optimisation across the organisation
• Develop and maintain KPI reporting
  
  

• Salary £44k - £48k (depending on experience) plus bens
• Hybrid working (2 days/ week in the central London office)
  
  

• Proven track record in a CX or senior customer/ supporter experience leadership role
• In-depth knowledge of CX, customer journey mapping and customer satisfaction metrics
• Ability to build central mapping tool to fully exploit customer/ supporter engagement opportunities
• Experience with CRM systems and customer feedback platforms and tools to gather and analyse customer input
• Strong analytical ability to convert data into actionable management information and insightful recommendations
• Experience working with or partnering with contact handling teams to improve service delivery
• Our client is open to candidates with experience gained in the private sector.
  
  

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Other

• Industries

  Staffing and Recruiting

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