Customer Experience Manager

Direct Soccer are market leading online teamwear suppliers, established in 1997. We are fast paced business that is growing in strength year on year.

We are looking for a Customer Experience Manager to join our Management Team, whose passion and determination matches ours to ensure Customer Excellence is at the forefront of everything we do. We’re a thriving business where you can really make a difference, and if you have experience of mapping the customers’ journey within a business and delivering exceptional service, we would be very interested in speaking to you!

Key Responsibilites & Skills

  • Provide leadership and motivation for your team ensuring agreed standards of performance are achieved.
  • Demonstrate leadership through being a role model for the team, through excellent behaviours, whilst conducting customer contacts i.e., Email, telephone & social media platforms
  • Responsible for all aspects of people development & daily management of direct reports.
  • Report and measure appropriate key performance measures and ensure that these are delivered and reported on to Operations Manager & Directors
  • Responsible for identifying potential gaps/areas that require improvement in the customer journey and putting forward potential solutions for closing the gap or improving customer experience.
  • Work on projects both individually and with others to assist the Customer Experience Team /Business to achieve objectives and increase our level of service.
  • Overall responsibility for planning & reporting accuracy, identifying problems and working with the team to resolve issues in timely manner
  • Responsible for the ongoing strategic evolution of post-purchase customer journey
  • Management of the customer experience, from receipt of order through to delivery

Essential Experience

  • Proven leadership experience managing a team.
  • Performance and Process driven background
  • Excellent Microsoft Office skills all areas.
  • Embracing & Managing Change at pace.
  • Must have a thorough and demonstrable understanding of the underlying drivers of customer issues, both pre-sale and post-sale
  • Demonstrate character to fit within an ambitious, challenging, and fast paced team environment Job Type: Full Time Permanent

Salary: £24,000-£28,000 (dependant on experience)

Apply by e-mailing with your CV and a cover letter.

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