We're very excited to be recruiting, exclusively, for this successful, interesting and expanding Global manufacturing business in their search for a Customer Experience Manager. For the right candidate you'll be given the opportunity to be part of the Senior Leadership team, as well as developing your skills across different departments within the business as the position and your career grows.

Please find all the details below:

Job Title: Customer Experience Manager

Salary: £40,000 - £50,000 DOE

Location: Hythe, Kent

Hours: Monday - Friday, 9am - 5pm

The day to day responsibilities within your new job as Customer Experience Manager:

* Management of the Customer Care and Order Processing Team.

* Performance management of the team to ensure highest levels of accuracy.
* Provide training and support the continued professional development of the team.
* Manage and maintain the QMS system to provide customers with quick resolutions to issues and questions.
* Establish procedures and best practice for customer care.
* Interact with customers and be the escalation point for more complicated requests and issues.
* Manage the company's defined order process to ensure a smooth order journey for the more project-based orders and products.
* Provide support for export documentation and freight quotes.
* Control the prices and margins being entered into the system.
* Audit orders to ensure compliance within the company's rules.
* Be the link between external sales and the customer experience function.

* Management of the Service Operations Team.

* Day to day management of the Service Ops Team supported by the Field Service Supervisor.
* Developing and implementing service standards and procedures for the service delivery department.
* Updating service methods to improve overall efficiency.
* Ensuring all DBS checks and risk assessments are current.
* Creating and presenting regular reports to the executive team.
* Monitoring of the service operative's hours and providing information to payroll.
* Ensuring full utilisation of the Service operatives to maximise the departments predistribution profit.
* Management of the Marketing Function (working closely with the Head of Sales)

* Management of the Marketing Assistant and external marketing agencies.

* Communicating with senior management about existing and new marketing activities.
* Design, implement and review a yearly costed Marketing plan to support business growth.
* Organising promotional events, such as trade shows, and ensuring the prompt delivery of materials and products.
* Evaluating and improving marketing campaigns with possible solutions to fit within budgetary constraints.
* Identify and measure marketing outcomes to increase the efficiency of marketing activities within the company.
* Produce and update the Marketing Calendar

* Be an active and engaged member of the Senior Leadership Team.
* Be confident to represent the department in the SLT meetings.

You'll be the ideal candidate for this role if you have:

* People Management experience in at least one of the areas noted above.
* High level of accuracy and attention to detail
* Customer Service experience
* Working knowledge of ERP systems, Mailer software and Field Service would be an advantage
* Knowledge and organisation of trade shows

Next steps:

If this sounds like an ideal position for you and you have the experience outlined above, then please apply today.

Please note if your skills match the requirements for the job then you will receive an e-mail from us (remember to check your junk mail). If you do please call us on 01233 611780 ASAP or within 24 hours to discuss the position in further detail with Bonnie (Candidate Manager) or Nicola (Permanent Consultant).

We look forward to receiving your application.

Office Angels acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Office Angels UK is an Equal Opportunities Employer.

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