Customer Experience Manager

Oak Recruitment

Cork City, Cork

Our Established Client is looking to fill a Customer Experience Manager Role - ideally someone coming from a Banking/Telecoms or an FMCG Background - dealing with Consumers first. We are now inviting applications for the newly created position of CX Manager. Reporting to the Head of Customer Experience the purpose of this role is to lead the development and implementation of a best in class customer experience approach for the Co. - with particular focus on translating consumer insights into actionable plans and encouraging areas to deliver. Responsibilities of the role include the following: - Ensure the business is clear on areas to focus on to improve our consumers experience and influence delivery of those customer implementation plans. - Represent the consumer at all key meetings and interfaces to ensure that all new deliveries to market are done so with the optimal consumer experience. - Help shape and deliver the consumer service delivery via our contact centers - Implement an operational CX insights mechanism so that, at store and online shop level, we understand the real time experience for customer - Translate all key data points relating to the consumer into something that`s both absorbable but also actionable by all departments. - Develop and implement a consumer closeness programme so that all levels of the employees fully understand the impact their roles and outputs have on end consumer and frontline colleagues - e.g. walk in the shoes of our customers etc. - Ensure that all consumer insights that have a bearing on current and future revenues have an outlet and focus where they get actioned by the appropriate stakeholders. - Design and rollout tools for internal colleagues so that when they launch new products, services or promotions that we ensure they result in the optimal consumer experience - Represent the voice of the customer at all key meeting to ensure optimal outcome for the consumer that drives the best revenue and margin outcome for our Retail Partners - Build and deliver a robust set of KPI`s, specifically linked to the consumers experience and it`s resultant effect on the commercials of the business and our retail partners business. The successful candidate will possess the following: - A 3rd level Marketing or Business qualification, a Masters in Marketing/Research will be of distinct advantage. - 3 years + experience in a similar role and a proven track record in improving customer experience across a wide range of teams within a large business - Strong commercial acumen, be highly numerate with a strong ability to interpret numbers, trends and segmentation - Strong influencing and relationship management skills - manage cross functional teams of peers to ensure that CX actions get delivered - Ability to thrive in a fast paced dynamic results driven organisation - Be Familiar with service design or design thinking methodology for approaching new consumer launches. This job originally appeared on RecruitIreland.com.

2634 days ago