Customer Experience Manager

20 Apr 2021
18 May 2021
Contract Type
Full Time
Customer Experience Manager
Our Company
Masonite UK is a true door category leader combining the experience and craft of four leading door manufacturing brands, Premdor, Solidor, Door-Stop International and National Hickman Industries. Offering comprehensive and compelling product portfolios that provide the perfect door solution for every opening, from creating beautiful homes to defining world-class commercial spaces and everything in between.
We are currently recruiting for a Customer Experience Manager. The purpose of this role is to deliver a market leading customer experience throughout all touchpoints of each cus-tomer's interaction and make Masonite the preferred choice for door solutions in the UK.
Our - Customer Experience Manager Perks and Benefits are:
?? Competitive Salary
?? 25 days holiday
?? Salary sacrifice pension scheme
?? Free onsite parking
?? Healthcare cash plan
Customer Experience Manager Role Overview
?? Lead the development, implementation and evaluation of strategic, tactical, and opera-tional customer engagement plans, programs, and initiatives.
?? Advise the senior executives on customer satisfaction measures, customer experience strategies, programs, initiatives and emerging issues to enable customer-centric strategic decision processes and critical issue responses.
?? Provide leadership to the implementation of integrated customer engagement and commu-nication initiatives across the business to improve and enhance the perceptions and expe-riences of customers.
?? Lead and/or direct specific customer research programs, dialogue, and other forms of en-gagement to understand key concerns and issues and inform review and enhancement of customer services and service delivery models.
?? Drive the ongoing development of a customer service culture across the organisation, sup-ported by effective policy and process frameworks and responsive customer service sys-tems to embed best practice customer-centric behaviours.
?? Managing multiple projects including business change and improvement including the en-gagement of digital tools for customer self-help functionality.
?? Handling escalated queries and complaints where required
?? Reviewing and analysing performance of the customer service function
?? Coaching, developing and training the team to exceed expectations and build a customer centric culture.
?? Develop a suite of KPI's to monitor performance of individuals and business unit perfor-mance.
?? Develop the Masonite culture across the customer service team and the wider business unit.
About you!
Essential Requirements
?? Experience of leading and managing customer focused teams (circa 15+), including their overall performance, conducting regular performance reviews and ongoing coaching, de-velopment and mentoring.
?? Experience with designing end-to-end customer experience solutions and using influenc-ing skills to implement solutions thorough analysis, industry knowledge and business di-rection.
?? Demonstrate a good level of knowledge of the Contact Centre channels (chat / Voice / Email / social media) and current innovations.
?? Excellent communication, influencing and engagement skills with the ability to demon-strate these skills at all levels of the business.
?? Experience of developing and responding to KPIs for the customer services team and associated management reporting.
?? Proven Staff & Resource Management skills & experience in a customer service environ-ment
?? Demonstrates the ability to Implement and monitor improved governance, standardised process, and procedures.
?? Enthusiastic personality, strong work ethic, excellent communication skills, both verbal and written and experience in multi-tasking, being able to navigate complex tasks & prior-itise effectively.
Desirable Requirements
?? Business qualifications
?? Project Management experience
?? Yellow Belt accreditation e.g) project management
About us
At Masonite, we believe a door is more than just a door; and we also know that the employees who build our doors are more than just employees, they work in environments that promote a culture of creativity, collaboration, adaptability and integrity based on a strong commitment to our vision.
In 1924, William Mason did not change the industry when he created Masonite, he created a new one, one that transformed waste into worth and materials into what matters. That revolution is part of Masonite, it is how we are changing the way people think about doors and making everyone see that doors are not about keeping people out, they are about letting people in. At Masonite, we keep our doors open to new perspectives, new voices, and new opportunities. We break down barriers and we help people walk through walls.
No agencies please, we do have our own Internal Talent Acquisition team