Customer Experience Manager
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…[More]