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Customer Experience Manager
2 weeks ago
A leader in customer experience management drives performance by developing frontline teams to foster a high-performing culture that is customer-centric, risk-aware, and outcome-focused.
- Direct and motivate specialists to achieve individual and team objectives.
- Link team members to the organization's purpose, strategy, and brand identity.
- Enhance productivity and reduce waste through best practice coaching (e.g., Ethos approach).
- Embed a mature risk culture and proactively manage issues to safeguard customers and the business.
- Manage employee performance and conduct, ensuring adherence to company processes.
- Lead change initiatives across productivity, brand offerings, risk, compliance, and people.
The ideal candidate will have experience in leadership, mentoring, and strong interpersonal and communication skills. They will be able to lead in hybrid working environments and possess high resilience and ability to build resilient teams.
Key Responsibilities- Leadership: Direct and inspire frontline teams to achieve individual and team goals.
- Coaching and Development: Develop team members to enhance their skills and knowledge.
- Process Improvement: Drive productivity and reduce waste through effective coaching.
- Risk Management: Embed a risk-conscious culture and proactively manage issues to protect customers and the business.
- Performance Management: Manage employee performance and conduct, ensuring adherence to company processes.
