Job Description

Job Title: Customer Experience Manager



Location: Loftus Virgin Active



Job Type: Full-time



Job Summary:

We are seeking a dynamic and experienced Customer Experience Manager to lead our customer service team and ensure an exceptional experience for all our customers. The ideal candidate will have a passion for delivering excellent customer service, a track record of managing and motivating teams, and a strong focus on continuous improvement.



Key Responsibilities:

Develop and implement strategies to improve overall customer satisfaction and loyalty Lead and manage a team of customer service representatives, setting clear objectives and providing ongoing coaching and feedback Monitor and analyze customer feedback and data to identify trends and areas for improvement Collaborate with other teams, such as marketing and sales, to ensure a seamless customer experience across all touchpoints Implement and maintain customer service standards and policies Handle escalated customer issues and complaints in a timely and professional manner Conduct regular training sessions for the customer service team to enhance their skills and knowledge Stay up-to-date with industry trends and best practices in customer experience management


Qualifications:

Bachelor's degree in Business Administration, Marketing, or a related field 5+ years of experience in customer service or customer experience management Proven track record of leading and motivating high-performing teams Excellent communication and interpersonal skills Strong analytical and problem-solving abilities Experience with CRM systems and customer service tools Knowledge of relevant laws and regulations related to customer service and data privacy


If you are a customer-centric individual with a passion for delivering exceptional experiences, we would love to hear from you. Join our team and help us create memorable experiences for our customers!