Customer Experience Manager - Retail

About the Role

Our client is looking for an innovative and customer-centric Customer Experience Manager to join their team in Norwich . This role is key to shaping and enhancing the overall customer journey across all touchpoints, both in-store and online. You will be responsible for developing strategies that improve customer satisfaction, loyalty, and engagement, working collaboratively with various departments to ensure a cohesive and exceptional experience. This hybrid role offers the flexibility to drive strategic initiatives from a remote setting while maintaining a strong presence in the physical retail environment to understand firsthand customer interactions.

Key Responsibilities

• Develop and implement comprehensive customer experience strategies to drive satisfaction and loyalty.
• Analyze customer feedback and data to identify pain points and opportunities for improvement.
• Collaborate with marketing, sales, and operations teams to ensure a seamless customer journey across all channels.
• Design and optimize in-store and online customer service protocols and training programs.
• Monitor key customer experience metrics (e.g., NPS, CSAT) and report on performance.
• Champion a customer-centric culture throughout the organization, ensuring all staff understand their role in delivering exceptional service.

Requirements

• Proven experience in customer experience management , ideally within the retail sector.
• Strong understanding of customer journey mapping and service design principles.
• Excellent analytical skills with the ability to interpret customer data and feedback.
• Exceptional communication, interpersonal, and leadership skills.
• Experience with CRM systems and customer feedback platforms.
• Ability to manage projects and drive change in a hybrid work setting.

Benefits

• Competitive salary and potential for annual bonuses.
• Hybrid working model providing work-life balance.
• Comprehensive benefits package including health and pension.
• Opportunities for professional development and training.
• Be part of a company committed to delivering outstanding customer experiences in Norwich and beyond.