Customer Experience Director - Profit for purpose, Manchester
Our client is a leading profit for purpose business based in Manchester. We're currently seeking a Customer Experience Director (CX) to lead and develop their medium and long term customer experience plans. If you'd like to work in a business in a challenging sector with a high degree of social responsibility, this could be for you. We're keen to talk to individuals who have director level impact and influence and who will establish strategic plans and objectives to ensure that customer experiences are established and continually improved across all business operations. You will ensure that there are established business processes, operating procedures and policies together with ensuring that all reporting and metrics for measurement are in place. You will lead and motivate a team and will work across a complex stakeholder group including customer operations and marketing. Working across all customer 'touch points' you will work with all areas of the business to optimise tone of voice in all areas of contact with customers. To do this role really well, you must have lots of experience in:
Developing a customer experience strategy that responds to the real needs of real customers.
Introducing organisation-wide systems to capture, analyse and act on customer insight data.
Conducting in-depth profiling and segmentation of the existing and potential customer base.
Implementing structured research programmes to inform Policy positions.
Overseeing User Experience design, particularly in the architecture of end to end customer journeys.
Developing high impact content and communication collaterals for a diverse audience of customers, stakeholders and partners.
Supporting organisational growth through the design of creative, targeted marketing campaigns across a range of channels.
Creating proactive and reactive PR strategies.
Managing productive relationships with press and the media.
Leading multi-skilled teams, preferably in a range of sectors.
Delivering outstanding Value For Money from partnerships and collaborations with a range of exciting, creative agencies.
This is a great opportunity to join a socially responsible business and to make a difference to people's lives. To find out more, please contact Fiona Christian ASAP.