Customer Experience Executive

Location:

St. Albans, AL4

Salary: £40,000 - £45,000 (depending on experience)

Working Hours:

Monday
- Friday (Hybrid)

Job Code: MJ2346

Customer Experience Executive (Hybrid)

An exciting role awaits within a renowned company, established nearly 40 years ago and employing over 3000 people nationwide. This position is perfect for someone who thrives on enhancing customer experiences and driving positive change.

Imagine working in a dynamic environment where your contributions directly impact customer satisfaction and business growth. Reporting directly to the Commercial Director, this role is pivotal in shaping the customer journey, working closely with sales, retention, and customer service teams.

This hybrid role offers the flexibility of working two days in the office and three days from home.

Seize this chance to make a meaningful impact and grow within a supportive and forward-thinking company. Apply now and take the next step in your career journey!

Key responsibilities include:

* Performance Analysis:
Review and interpret regional data to track service delivery. You will identify trends and provide actionable insights to Regional Managers to help them optimise their accounts.

* Process Improvement:
Critically evaluate current operational workflows. You will lead the charge in refining processes to boost efficiency and ensure consistent growth.

* KPI Management:
Implement a performance-led culture by setting clear metrics and developing training programmes that ensure those targets are met.

* Customer Insight:
Gather and analyse feedback to identify areas for improvement in the customer journey, working closely with internal departments to implement solutions.

* Account Engagement:
Develop tailored engagement strategies and communication plans based on data insights to strengthen long-term client relationships.

* Supervision:
Manage and support a part-time Customer Service Executive, ensuring their tasks align with the wider commercial strategy.

The ideal candidate will possess:

* Proven track record in customer experience, retention, and journey mapping in fast-paced settings.

* Skilled at analysing customer metrics (NPS, CSAT, retention) to drive business strategy.

* Experience fixing operational bottlenecks, streamlining workflows, and leading cross-functional change.

* Proven ability to manage, mentor, and develop team members to drive high performance.

* Proficient in major CRMs (Salesforce, Zendesk, Hub Spot), reporting tools, and standard software.

* Excellent verbal and written skills, with the confidence to influence senior leadership.

This role comes with extensive benefits. You can look forward to:

* 28 days of holiday, including bank holidays

* Hybrid Working

* An additional day off for your birthday

* An online Wellbeing platform to promote health and balance

* A paid volunteering day annually to support a cause close to your heart

* Free access to an extensive E-Learning Platform with over 40 courses to support your career growth

* Company events

* On-site parking

*** Despite our best efforts it is not always possible to respond to every application individually due to the high volume of responses we receive on each vacancy. Only candidates who are short listed will be contacted for this particular role and if you have not heard from us within 7 days please assume that you have not been successful. However, we will keep your details on our database, and will contact you when other suitable positions become available