Customer Experience Director

  • United Kingdom
  • London
  • £80.000 - £89.999
  • Job Reference: 14854

An exciting opportunity has come up for a Customer Experience Director in London! You will be part of a brand new Customer Experience division within a well-established and industry leading marketing and placemaking agency! You will be a part of developing a new community and placemaking strategy across several different sector properties, have the opportunity to work directly with a range of key stakeholders and be a huge part of the success of this new department!

Responsibilities:

  • Foster customer loyalty by improving experiences within the portfolio with the aim of increasing customer satisfaction
  • Work alongside the Client Account Director to deliver a customer experience strategy for specific client portfolios
  • Working with the Property Management Delivery team and Customer Experience division, drive Customer Experience as an ethos
  • Work with all departments to ensure their interaction with customers reflects positively on the business and the client, to monitor service delivery and to ensure satisfactory service for customers
  • CRM Management
  • Create a portfolio and property-specific communications plan
  • Use technology and digital methods in the delivery of customer experience
  • Undertake and oversee completion of Customer Journey Maps for the client portfolio
  • Meet with occupier customers to provide support, especially during times of dispute

Requirements:

  • Experience in previous customer experience management roles
  • Practical, hands-on and face-to-face experience working with customers/clients in a commercial/business environment is essential
  • Passion for excellent customer service delivery
  • Strong communication, interpersonal and presentation skills
  • Experience and understanding of CRM

Could this role be of interest to you or someone you know? Please get in touch today!

Related news posts