Head of Customer Experience

  • Full Time
  • London
  • Salary: £55000 - 65000
Application deadline: 26/04/2019

Website Employment Agency Hunter Merrifield

Employment Agency

Job Seniority: Head of Service
Job Function: Member Services

Head of Customer Experience – c£55 – £65K – flexible working

City Based

Our client is a forward thinking, responsive and fast acting membership organisation based in the heart of the City.  We are working to find them their new Head of Customer Experience. This is a Senior Management role which will champion the delivery of exceptional customer experience to all customers, whilst managing a team to ensure they meet deliverables, delight the customers  / members and deliver on strategic goals.

What does your new role look like?

In this new role, you will be instrumental in supporting the CEO with the delivery of the customer experience to drive increased sales, loyalty and advocacy of the brand. A deep understanding of the brand, values, customers and their behaviours is key to this role, as is role modelling a customer centric approach to everything you do.

You will develop and grow the provision of a proactive and responsive service to members, exam candidates and the wider community of professionals in the industry, worldwide. With support from the Customer Experience team, this role is the main point of contact for our members, our candidates and our course delegates both by distance learning and face to face.  You will be the functional expert for membership, as well as taking the lead in delivery of administration and support services across the organisation.  Membership development, account management and marketing communications are encompassed by this role

What will you be responsible for?

Strategic development and delivery of customer experience services

Membership growth and engagement
Membership operations
Section (local volunteer) support services
Exam candidate administration services
Face to face and distance learning learning delivery support
Key account support for corporates, educational institutions and other organisations
Social media communications delivery and support.

Essential Expertise

Experience of leading the development and delivery of member benefits, services and operations including working with member led local committees
Experience in leading, managing and mentoring people, comfortable leading teams and operating at a senior level, representing the function across the organisation.
Experience in delivering customer projects and an understanding of the benefits a customer experience function drives within an organisation.
True customer ambassador with the ability to develop a strong understanding of the brand and customer journey.
Ability to track and analyse customer data and distil this into a format that the business can interpret and use for better decision making
Ability to work collaboratively with other members of SMT and functional experts to support delivery of organisational objectives
Core competencies:

Ability to work on own initiative
To be a planner & organiser
To be able to successfully manage multiple initiatives and tight timelines
To be a team worker
Excellent communicator
Ability to work well with people from diverse backgrounds
Ability to influence & persuade
Self-reliant and resilient

Behaviours valued in this role:

Courage to take the right course of action
Passion to see a job through to completion
Respect for the views of others
Ambition to inspire high quality output
Honesty & integrity to build the trust of colleagues

This is a wonderful role with so much potential to develop professionally whilst shaping the future of a fun and exciting Institute with a global reach.  If you want to effect change, are a fantastic leader and enjoy a challenge, this role is for you!

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