Customer Experience Manager

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We are seeking a passionate Customer Experience Manager to join our marketing team. You will play a vital role in the digital transformation of our customer journey, prioritising our online platforms. You will oversee the development and implementation of strategies to enhance customer satisfaction and loyalty across all touchpoints (B2B and B2C). This includes setting and monitoring KPIs, conducting customer research, and driving a customer-centric culture. You will be working with all departments across the business so strong collaboration is needed. You will put the FCA Consumer Duty principles at the heart of all that you do.

About us

BHSF is a not-for-profit health and well-being provider with a proud history of making healthcare accessible to working people. Today, we positively impact workplace well-being - helping to keep employees physically, mentally, and financially healthy. We put employee well-being at the heart of everything we do. Our services range from Occupational Health to Employee Assistant Programmes. We also have a wide offering of products including Health Cash Plans, Cancer and Personal Accident cover. It doesn't matter if a business has got 10 or 10,000 employees - we've got something to suit everyone. We're super flexible, too. Meaning we can get the workforce the support they need, as soon as possible. By intervening early, we can help to keep employees at work and healthy. Friendly and down-to-earth, we're always on your side. And because we're a not-for-profit provider, your needs come first, every time.

About you

Qualifications

• A relevant degree or relevant experience in business administration, marketing or related field.

Knowledge & Experience

• 2+ years' experience in customer experience management, marketing, customer service or a similar role
• Knowledge of customer relationship management (CRM) software, omnichannel strategies and other relevant tools

Personal Qualities and Skills

• Strong analytics skills to analyse customer data and identify trends
• Excellent communication skills, both written and verbal
• Ability to manage multiple project and deadlines calmly and efficiently
• A natural curiosity and eagerness to learn and grow within the role
• Reliable and a team player
• People management skills: persuasion, negotiation and appropriate authoritative influence

Additional Benefits

• Casual dress
• Company pension
• Employee discount
• On-site parking
• Sick pay
• Wellness program
• Work from home