Customer Experience Manager

* Work closely with the Director of Customer Experience and Marketing to outline key areas of improvement needed
* Manage the Customer Contact centre to deliver first class service to internal and external customers as well as reviewing the CMS system to ensure we have a product that is fit for purpose.
* Consider commerciality of initiatives, building a business case that optimises return on investment and/or minimises risk
* Work collaboratively to provide clear and consistent best practice guidelines and support for the on-site delivery teams to ensure a consistently high quality delivery of the enquiry management process across the portfolio.
* Understand and manage delivery against an agreed budget
* Measure, learn and re-appraise projects at regular intervals, including reporting on specific key performance indicators (KPI's)
* Ensure the successful internal and external communication of the progress of initiatives.
* Work with the Divisional Sales and Marketing Managers and Regional Directors to provide the required "support on the ground" to deliver and embed the initiatives.
* Work with the Learning and Development team to specify training requirements at a service level, and track the outcomes of the training as appropriate.