Customer Experience Manager Full Time

Cambridge, Cambridgeshire
SMT Volvo

Are you a customer experience professional, who is results focused with skills in change management and great commercial awareness? Do you have energy and drive to make continuous improvements through feedback?

Working with the internationally recognised and market-leading Volvo Construction Equipment brand, here at SMT, we have an exciting opportunity for a Customer Experience Manager, due to a newly created position.

Joining our HR team, the role of Customer Experience Manager will be a key player in the development of our frontline staff, taking the lead on cultural change to support the transition from supplier of products to a consultative end to end solution provider.

In this role, you will work with our SME’s and external consultants to design and implement a programme that will support the delivery of outstanding customer experience at our Customer Support Centres, focusing on office based service teams initially but will evolve to incorporate other areas of the business in the future.

As Customer Experience Manager, your main responsibilities will include:

• Map the SMT customer journey to identify pain points and develop a gap analysis of soft skill support and training requirements to address these.
• Work with the Competence Development Manager to identify training solutions as required to develop staff.
• Support change through on site, face to face coaching and web conferencing. This will require travel around the customer support centres, shadowing front line staff in their day-to-day role to provide guidance and to support to reinforce new and relearned skills.
• Capture ‘Voice of the Customer’ to ensure projects, programmes and policy decisions consider the customer impact. Be the subject matter expert for the business on the customer experience, providing input and guidance where necessary.
• Use VOC to develop and embed a new customer charter that will both support and reinforce the positive events, as well as address the negative moments, of the end to end customer experience journey.
• Be the business owner for customer experience surveys, developing new and improved ways to accurately measure and address the customer experience at SMT GB; liaising with business managers and stakeholders to drive changes and improvements accordingly.
• Design and implement a Customer Experience Induction Programme to ensure that all new employees fully understand the SMT GB culture right from the start and that they receive appropriate guidance and support when necessary.
• Keep up to date with emerging trends and industry best practices from top players in Customer Experience both inside and outside of our industry. Proactively advise and make recommendations to the direction of the business based on this insight.

Customer Experience | Manager | Management | Customer Service | Training | Surveys

Benefits

SMT offers a great employment package of:

• Competitive rates of pay plus two company bonus schemes
• Company car
• Pension scheme of 5% matched contributions
• Occupational sick pay
• Life assurance and a medical cash plan
• Holidays start from 30 days rising to 35 days per annum including bank holidays
• Other benefits include Cycle2Work scheme, employee assistance programme, Christmas Hamper and more.

Additional Information

The role will be home based. It would be beneficial for potential candidates to be situated close to one of our customer support centres situated in, Birmingham, Bruntingthorpe, Duxford Cambridge, Horsham, Immingham, Newcastle, Stirling, Treforest and Warrington.

Essential Skills

• Has a clear focus to deliver results, working to targets, reviewing progress and adapting plans
• Understands the business and the broader external environment, is cost conscious and understands the longer term implications of decisions
• Open to new ways of doing things and questions existing approaches, views change as an opportunity, is comfortable working in a dynamic and ambiguous environment.
• Able to express ideas confidently and clearly, builds positive and constructive relationships.
• Develops talent and motivates people to achieve their full potential.
• Strong coaching skills.
• An experienced Customer Experience professional.
• Outstanding interpersonal skills with the ability to guide a broad range of stakeholders through the cultural change management process.
• A focused, analytical mind and able to drive continuous improvement through feedback.
• Exceptional organisational and influencing skills and comfortable working across multiple levels.
• An effective communicator, with outstanding written and oral presentation skills.
• Commercial awareness and the ability to balance customer experience against other business requirements.

Desired Skills

Prior experience working in a B2B environment would be very advantageous.

About Company

SMT GB markets Volvo Construction Equipment products including wheeled loaders, articulated haulers, hydraulic excavators, utility equipment and road equipment products in Great Britain.