We are currently seeking a Customer Experience Manager to join a well-established, family-run SME based in Bedford. Your role will be to lead and manage the account management team to ensure an exceptional customer experience. You will own the customer experience strategy and integrate with all teams to ensure that customer experience is central to all decisions and activities.

Primary responsibilities and duties:

* Develop and execute the customer experience strategy

* Management of the account management team’s activity

* Receive, manage and resolve customer complaints, identifying opportunities for service and process improvement

* Responsible for department budget

* Management of the account management team’s performance, absence and overtime

* Setting performance targets and KPIs

* Coaching, training, mentoring the Account Managers, utilising external resources where required

* Recruit and induct new team members, with support from HR

* Initiate and lead projects to improve our account management systems, processes, and the continuous development of our practices

* Provide a professional, customer-centric service at all times

* Maintaining awareness of customer experience developments and best practices

Requirements

* Significant experience of managing customer experience

* Experience of designing and executing customer experience strategy

* Experience of leading and managing others

* Experience of working with and supporting others in achieving KPIs

* Experience of motivating individuals and teams

* Strong attention to detail and organisational skills

* Strong IT skills in MS Word, excel and experience of using bespoke IT systems

* Good communication skills, written and verbal

* Strong interpersonal and influencing skills

Hours: 7/8am till 5pm (Mon-Fri) - 1 day from home per week.

Benefits

* Salary of £35k - £45k dependent on experience

* 25 days holiday (plus Bank Holidays)

* Company pension

* Free food and drink facilities