Customer Journey Manager - London

Placed: 29/11/17
Region: London
Location: London
Category: Jobs


Content of the advertisement:

Customer Journey Manager - 60-65k Basic + Bonus.

We have an exciting opportunity for an experienced Customer Journey Manager to join a leading international leisure brand that is based in London. Responsible for the UK operation you will be leading the team that handle all incoming and outbound enquiries to the business via the phone and online through a dedicated contact centre. Working closely with the MD and the Regional Sales Teams you will play a pivotal role in ensuring your team live and breathe the brand values whilst contributing significantly to achieving the strategic goals.

Your key responsibilities:

* Recruiting, developing and coaching team members in the Contact Centre to deliver exceptional customer service and commercial performance

* Design and lead by example a high performing team with a unique formation specific to the strengths of that team and engage those to create optimal performance

* Manage the team's productivity and performance on a daily basis.

* To refine and enhance operating systems and processes

* To work closely with the Managing Director and the SMT

* To provide detailed analysis on sales activity, contact centre performance and activity

* Support the growth of all opportunities by identifying opportunities to sell, cross-sell and up-sell to new and existing customers.

* Drive and manage service and sales growth initiatives

Your skills

* Track record working at a senior level within a customer centric leadership role managing the full customer journey

* A detailed appreciation of what outstanding service looks like within a contact centre team

* A natural leader with a passion and flair for coaching and developing talent and

* Proven skills in sales leadership and manging and measuring activity and results.

* A high level of OIT literacy combined with first class communication and written skills

* The confidence to present to large groups and to the board.

Inspirational, effective and approachable, you'll be full of ideas as to how we can continuously make things better - and will have the drive, determination, confidence and strength of character needed to put them into practice.

Only those candidates meeting the above criteria will be contacted

Benefits: Bonus

Price / Salary: £60000 - £65000/annum +Bonus