Overview

Customer Experience Executive
Location – Chertsey/ Kings Cross
Salary –  £135.24-£150.61 Per day
Duration Ongoing contract
Benefits: Bonus scheme, staff sales, reward plus discount shopping, 25 days holiday, government pension (post AWR), mortgage advise, staff restaurant, onsite parking and shuttlebus

 

Summary of a Customer Experience Executive
This role is responsible for the delivery, analysis and development of the clients operational processes, procedures and experiences. This includes the development and evolution of in space experiences, analysis of new product launches and experiences; ensuring that the customer is at the heart of everything they do. Analysing customer feedback to ensure that our experiences are relevant and engaging driving customer awareness and elite NPS and OSAT.

 

 

Responsibilities of a Customer Experience Executive

  • Measure and supervise all core operational metrics which aim to the overall success of the KX operation
  • Work with analytics teams and 3rd parties to design and implement dashboards to make measurement effective and insight driven
  • Analyse and report all core metrics and create recommendations for the Operations team, the wider KX team and staffing agency on a weekly basis
  • Create data and insight initiatives to deliver operational excellence
  • Establish relationships with the clients local and HQ partners to support with experience development
  • Seeking regular feedback from consumers/guests to ensure that the experiences are relevant and updated accordingly
  • Collaborate closely with the Innovation team, ensuring they are ready to support future innovations
  • Conduct regular store visits establish relationships with the client’s field teams, keeping the customer and the heart of all decisions
  • Create, develop and continuously review the mystery shop programme for the client ensuring it supports the management and performance of the full staffing team
  • Manage the outsource Repair Partner and hold them to account for the key results
  • Meet and exceed assigned goals for: customer experience and repair productivity
  • Set the benchmark of “what right looks like” to both the internal teams but also within the partners
  • Achieve the agreed targets set for Kings Cross and maintain all Performance indicators
  • Manage both operational and commercial critical metric related to CX with a strong focus on customer effort and customer retention
  • Deliver weekly reports for the Operations team that includes the previous weeks’ performance vs. target, areas for improvement and any concerns relating to the customer experience
  • Take appropriate action following customer feedback, including mystery shopping and customer satisfaction reports
  • Support with meetings in the client’s HQ regularly with the CX Division – Service Delivery Team
  • Drive operational compliance of back office processes, procedures and policies

 

 

Key competencies of a Customer Experience Executive

  • Maintain an expert understanding of Market trends, competitor activity & consumer buying patterns
  • Compliance/merchandising – understanding of best in class and delivery processes
  • Adhere to company and client policies, procedures and compliance
  • Planning and prioritizing own time efficiently and effectively
  • Confidently present action plans & strategies to key partners
  • Strong IT & also Excel skills with knowledge of how to analyze data and create reports to show results
  • Building and maintaining effective working relationships (influence and negotiating)
  • Sophisticated PowerPoint creation for varying presentation types (e.g. Communication, Project Planning)
  • Strong understanding of the retail environment and can work to an extraordinarily high standard
  • End to End project management
  • An ability to review/audit internal processes and devise new ways of working to optimise operational performance.
  • Strong written and verbal communication skills
  • Enthusiastic and passionate about new technology

 

Please note: As you can appreciate we are currently overwhelmed with applications and we can therefore only contact those applications that have relevant skills for positions that we currently have available. Should you not hear from us within a week, you have been unsuccessful on this occasion.

March Recruitment is an equal opportunities employer and complies with all relevant UK legislation. If you are successful in your application, you will be required to attend a full registration with one of our Consultants which will involve you providing a current passport, any relevant visas and completing relevant tests and a full competency based interview.

Please note that by applying for this vacancy you accept March Recruitment’s Privacy Policy and GDPR Policy which can be found on our website and therefore give us consent to contact you.

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