Customer Experience Manager

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STADA UK Thornton & Ross is on an exciting growth journey with more than 700 employees being fully committed to our purpose of Caring for People's Health as a Trusted Partner. Together we are shaping the future of Thornton & Ross by living our values of Integrity, Entrepreneurship, Agility and One STADA. If you want to work in an open culture where your uniqueness is valued, join our Customer Experience Team...

STADA UK Thornton & Ross - Customer Experience Manager

Huddersfield |U.K.| Full-time | Permanent

We are currently searching for a newly created role of Customer Experience Manager, to lead our experienced Customer Experience & Resolution Team. The role will play a pivotal role in defining and executing our customer experience strategy, ensuring that STADA Thornton & Ross consistently delivers superior service, builds lasting customer relationships, and maintains a customer-focused culture across the organisation. .

Bringing well developed experience from large-scale FMCG, Food, Chemicals or another Pharmaceutical organisation, this role will allow you to demonstrate your skills in leading an effective Customer Experience team, ensuring regulatory principles & processes are followed and to provide best-in-class customer service for our clients and customers.

How You Will Make an Impact

• Developing Customer Experience Strategies: Design, implement and continuously improve customer experience strategies to enhance satisfaction, loyalty, and advocacy across all customer touch points.
• Customer Journey Mapping: Conduct through customer journey mapping to understand customer perspectives and identify pain points, opportunities, and moments of truth through entire customer lifecycle.
• Voice of the Customer Analysis: Gather and analyse customer feedback, insights, and sentiment through various channels, leveraging data to drive actionable improvements in products, processes and services.
• Cross-Functional Collaboration: Collaborate with Sales, Marketing, Product Development, and Customer Experience teams to ensure a seamless and consistent customer experience aligned with organisational goals.
• Customer Service Training and Developments: Lead customer service training initiatives, arming front line employees with skills and knowledge needed to deliver exceptional service in alignment with our customer experience vision.
• Customer KPI Management: Establish and monitor key performance indicators (KPI's) to measure the effectiveness of customer experience initiatives and track process in achieving customer satisfaction goals.

What We Are Looking For

• Proven experience in customer experience management or related roles within the pharmaceutical or healthcare or other regulated industries.
• In-depth understanding of customer experience strategies, journey mapping and voice of the customer analysis.
• Strong analytical skills and the ability to derive insights from customer data to drive informed decisions.
• Exceptional communication and collaboration skills to engage and influence cross-functional teams effectively.
• Expertise in process improvement methodologies and a passion for driving customer-centric change within the organisation.
• Robust organizational and project management skills, adept at multitasking and prioritizing effectively to meet deadlines.
• A champion of ethics who promotes integrity, confidentiality, and professionalism consistently.

How we care for you

At Thornton & Ross our purpose "Caring for people's health as a trusted partner" motivates us every day. And what would be a better place than starting with our own employees. Which is why we give much in return:

Competitive salary, car allowance and annual bonus scheme.

Salary Sacrifice Pension Scheme offering 8% employer contribution rates.

Hybrid working - we spend three days of your choice in the office, with the remaining days working at home.

25 days of annual leave plus bank holidays with the potential to buy up to 5 additional days.

On-site subsidised canteen.

Health benefits provided through our Vitality Private Health Insurance.

Free winter flu jab.

Wellbeing support through our Employee Assistance Programme and KYAN Wellbeing - offering free coaching and counselling services for you and your family.

Electric Car Scheme through Octopus Energy, plus free on-site EV charging.

Cycle to Work Scheme.

Enhanced Family Leave.

Plus, many more employee benefits & celebration events.

STADA Group values and promotes its diverse culture, regardless of gender, age, social or ethnic origin, disabilities, religion, ideology, or sexual orientation. We use the strength of our uniqueness to develop creative ideas, expand our experience and increase innovative strength. Our focus is on equal opportunities, respectful cooperation, and the promotion of an inclusive working environment. We are looking forward to your application and welcome applications without a pharmaceutical background.

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