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8 months ago
Blue Pelican
Salary: £35000 - £50000 per annum + Bonus & Benefits
Location: London
Job type: Permanent
Business sector: B2C
Contact: Max Tullis-Turner
Sector: B2C
Category: Marketing Manager

Are you an experienced Customer Experience Manager or Customer Contact Manager looking for an exciting next step?
Are you immediately available for a contract?
Do you have experience designing and implementing strategy that reduces call volumes?
Do you have experience working in a fast-moving consumer-focused business?
Then this could be an exceptional opportunity for you!

The rapidly growing telecoms company is looking for a Customer Contact Manager with experience identifying solutions that drive customer contact online. This role will lead the customer contact strategy and be responsible for driving customer contact to digital channels, this is a strategic position that will work with multiple departments to identify customer pain points and then create a strategy to enable them to self-serve.

They are looking for a tenacious Customer Contact Manager who is looking for a challenging role and is available to take on a 1 year contract. This role will identify and implement solutions to shift contact to digital channels and reduce overall contact propensity. You will work alongside the Customer Services, Customer Experience, and CRM teams, as well as the wider team, to find opportunities to fix customer pain points, drive self-service adoption and usage, and ensure the highest possible usage of our most cost-efficient service channels, all whilst maintaining a great customer experience.

Working in their Digital hub you'll find a fast paced, exciting, game-changing environment, all the great things you would expect to find in a start-up agency, but with the richest commercial data on the market at your fingertips. The company is a rapidly expanding telecoms company keen to invest into digital.

The role will be based in their Slough offices and be responsible for:

  • Design and implement solutions which reduce the overall contact propensity of customers.
  • Work with the Customer Service Manager to understand customer pain-points and prioritise those for solutioning.
  • Support driving digital and self-service strategy by sharing insight and suggestions with our App Product Manager in order to improve self service options and increase adoption and usage.
  • Drive benefits delivery through a programme of improvement initiatives, changes and quick wins which help to shift remaining contact volume into efficient digital channels.
  • Partner with peer, Customer, Retention and Digital Customer Experience teams and build strong business cases for digital channel initiatives to introduce into our Customer Service and Retention teams.
  • Work with the wider team to support the end to end implementation of any changes or initiatives you introduce, from vision through to delivery and measurement.
  • Create a process to manage and prioritise improvement initiatives and to quantify customer experience improvement and contact reduction in order to present results back to the business.
  • Define measurable goals and help to roll out the technologies, skills and processes needed to achieve them.
  • Interpret insight from all channels to understand customer needs and behaviours, ensuring sample size represents a significant section of our customer base in order to deliver tangeable benefit.
  • Work closely with the Customer Experience team to map end to end 'as is' and 'to be' customer journeys and gain buy in and sign off from relevant stakeholders for your proposed 'to be' journeys.

The Customer Experience Manager role requires the following experience:

  • Experience within a customer journey or process improvement role.
  • Knowledge of digital and self-service technologies preferable (e.g. webchat, IVR, AI etc.)
  • Ability to carry ideas through to completion.
  • Experience creating and presenting a business case desirable.
  • Knowledge of digital and self-service functions.
  • Ability to work in a collaborative environment and across multiple teams.
  • Analytical and practical approach to problem solving.
  • Experience of engaging multiple stakeholders at all levels.
  • Strong prioritisation skills.

Title: Customer Experience Manager - Customer Contact - 1 year Maternity Cover
Location: Zone 1, London
Salary: £40k - £50k
Benefits: Bonus & Benefits

** Must have the necessary visas to live and work in the EU**

Max Tullis-Turner
Senior Consultant
Blue Pelican Marketing

About Us
Honest, ethical, professional, knowledgeable, Recruitment Experts. Blue Pelican Marketing is one of the UK's leading marketing recruitment agencies providing a truly consultative service. We adhere to the Blue Pelican Standards (javascript:void(0);), assuring you of an enhanced level of service whether you deal with us as client or candidate.
You can view all our vacancies on our web site javascript:void(0);, or calland ask for the marketing division

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