Customer Experience Manager (Retail)
Reporting to the General Manager - Retail Revenue, the Customer Experience Manager (Retail) will be responsible for enhancing the experience of retail products & services throughout the customer journey.
In this exciting new position you will be responsible for the delivery of an excellent and consistent customer experience across Jet2.com & Jet2holidays retail touch points, driving improvements in our Net Promoter Scores & retail customer service processes.
You will deliver efficiencies & process improvements across internal & third party customer service teams, including the enhancement of the current VIP customer complaint process. You will be responsible for identifying & resolving key retail customer service issues and work alongside the Retail Revenue Management Team to deliver innovative product & system improvements. You will review and develop improvements across both online & offline retail processes, working closely with Ground & Overseas Operations to improve the customer retail experience at the airport & in resort. Working closely with our Customer Insights Team you will review the Net Promoter Score of retail products and translate customer feedback into defined actions to improve the customer experience.
The successful candidate will have proven experience in a similar role and the ability to fuse an innovative approach to problem solving with commercial awareness. You will be highly organised, analytical and comfortable processing large data sets. You will have a keen eye for detail and the confidence to work under your own direction. You will comfortable communicating across all levels of the business and be proficient in the use of Excel, Word & Powerpoint.
In return we offer an excellent salary and benefits package with great opportunities for progression in a dynamic and fast growing business which operates scheduled leisure flights to holidays destinations in the Mediterranean, the Canary islands and to Cities around Europe from our 9 UK bases.
Help send our all-important customers on holiday with Jet2.com and Jet2holidays and become part of our successful team!