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Customer Experience Manager - Glasgow

Ref: 244 Date Posted: Monday 29 Jan 2018
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We’re always looking for top-notch talent to join us. You’ll have an opportunity to make a real difference each and every day, alongside a team that is experienced, talented and passionate about what they do.

As Customer Experience Manager (CEM) you will manage the implementation and analysis of regular customer satisfaction surveys and other sources of customer feedback, in addition to engaging with customers following feedback or complaints, to improve service, improve customer satisfaction and encourage customer loyalty.

Working with senior stakeholders (in particular the Marketing Director and Service Delivery Director), this role will take responsibility for developing a customer experience strategy aligned with brand and organizational goals, that ultimately adds value to our customer offering and strengthens our brand proposition. This is a new role and presents a fantastic opportunity to join the global Marketing team in a fast-growing and highly successful business.

THE ROLE: Reporting directly to the Marketing Director as Customer Experience Manager you will be responsible for:

  • Establishing policy, SOPs, and metrics for addressing customer complaints in a consistent and timely manner. Leading the development and implementation of customer research and journey maps to highlight potential pain points and opportunities for improvement

  • Defining CX measurement across all customer touchpoints to monitor current performance and  measure impact of improvements

  • Develop training and communications to increase awareness of importance of customer experience

  • Record and follow up on escalated customer issues, ensuring adequate records of root cause and corrective action documented in accordance with ISO 9001:2015

  • Ensuring high level of HQ support for internal customers (overseas offices)

THE CANDIDATE: You will have -

  • Comprehensive understanding of the B2B customer experience ecosystem, 5+ years, or equivalent, in customer service related roles and minimum 2 years, or equivalent, in leading customer service or customer success within an organisation

  • Proven experience with:

  • NPS and customer satisfaction survey analysis

  • Touchpoint mapping and customer lifecycle management

  • Initiating and driving change, change management

  • Building customer-focused culture

  • Ability to communicate effectively with both colleagues and customers and with empathy

  • Excellent negotiation skills with the ability to engage with people at all levels

  • Natural passion for service excellence and improving customer outcomes

  • Bachelor’s degree required, preferably in business or marketing

THE COMPANY: Peak Scientific Instruments are a multi award winning company, who specialises in the manufacturing of laboratory gas generators for the life science and biomedical market, with our head office based in our modern facility near Glasgow International airport in Scotland.

We have been developing award-winning gas generation products since 1997 and now employ 450 people globally in 20 international offices, with a turnover of £55M. Over the last five years the company has enjoyed impressive annual growth between 25 and 30%, overall and 60% growth across the service division, selling 90% of our gas generator products overseas to over 126 countries. Individuals who fit our culture and values will have a high degree of professionalism but appreciate our non- corporate feel in a fun atmosphere.

There is a competitive remuneration package and the opportunity to develop within a rapidly expanding technology manufacturing business, in a very energised and challenging environment.   If you can see yourself in our global business, please click the apply button.


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