Director of Customer Experience
Are you truly passionate about delivering a world class customer experience?
Do you constantly consider how the customer journey can be further enhanced?
Do you have strong experience in creating strategic customer experience plans within the EMEA region?
DUTIES AND RESPONSIBILITIES:
- Develop and execute a strategy which will ensure customer satisfaction
- Lead and develop the customer experience team
- Oversee all customer management, including: introductions, on boarding, familiarisation of site operations and procedures, event management, and escalations
- Develop a support model across scale and colocation customers; through this tiered model, develop a customer relationship model to service key and strategic customers
- Create and implement customer service
- Develop all customer facing documents including customer handbooks, site supplements, contact list and other relevant documentation
- Define and report on KPI
- Implement business models and metrics to improve the customer experience
- Manage and oversee the customer portals
- Operations to serve as an escalation point for customers with more advanced technical onsite needs
- Work closely with internal stakeholder groups
- Travel within the EMEA to ensure customer experience strategy is in sync regionally and globally
- Relevant experience in customer facing roles involving relationship management and issue resolution
- Proven exceptional customer relations skills
- Extremely collaborative leader with ability to be flexible and creative
- Motivated to work at a company that focuses on customers, teamwork and success
- Strong knowledge of industry
- Excellent verbal and written communications skills
Please send your CV to Kristy Lean by clicking apply button, where you will receive an automatic response.
Please remember to quote the job reference UK757019 in all correspondence.
Please note you will receive an automated response advising you that we have received your CV.
Hudson is a leading provider of permanent recruitment, contract professionals and talent management solutions worldwide.