CX Manager

This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.

Are you passionate about enhancing client experiences and driving customer satisfaction? Do you excel at developing and implementing strategies that ensure a seamless and positive journey for clients? If so, we have an exciting opportunity for you! Burges Salmon is on the lookout for a talented Client Experience (CX) Manager to join our Business Development team.

As a CX Manager, you will be responsible for creating and executing strategies that ensure a seamless and positive experience for our clients. You will build strong and collaborative relationships across business services and legal teams, directly contributing to the firm's growth by identifying and leveraging opportunities for improvements in the client journey. You will play a crucial role in ensuring the client's voice drives decision-making.

Key Responsibilities:

• Design and execute CX strategies aligned with business objectives.
• Map client journeys to identify touchpoints and opportunities for improvement.
• Develop and implement an internal communications strategy for CX.
• Collaborate with marketing to build reputation and competitive position.
• Collect, analyse, and act on customer feedback to improve service.
• Implement and manage client satisfaction surveys and feedback mechanisms.
• Monitor and report on KPIs related to CX, client satisfaction, and retention.

What We Need from You:

• Proven experience managing client experience.
• Strong understanding of client journey mapping, satisfaction metrics, and CX improvement.
• Strong analytical skills with the ability to interpret data and make informed decisions.
• Excellent communication and interpersonal skills.
• Ability to influence and work collaboratively with cross-functional teams.
• Proficiency in CX tools and software.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple projects and priorities simultaneously.

If you are passionate about enhancing client experiences and have the skills and knowledge, we are looking for, we would love to hear from you. Apply now to be part of a fast-paced and collaborative team.

About Burges Salmon

Our six core values - Ambition, Collaboration, Commitment, Fairness, Quality and Respect - are at the heart of everything we do and help to shape our unique culture. As well as high quality work and exciting development opportunities, we offer our people a professional, friendly and sociable working environment with a real sense of community.

A full overview of all the benefits of working at Burges Salmon can be found on the ' working at Burges Salmon ' section of our careers page.

We are pleased to have been named RollOnFriday's 'Best Law Firm to Work At', for the third year in a row and one of The Times Top 50 Employers for Gender Equality 2024 (previously named 'The Times Top 50 Employers for Women'), for the third year running. Our commitment to excellence has recently been recognised by the IIP, which awarded us Platinum certification for investment in people.

It's important to us that our organisation represents the diverse community in which we operate and we encourage applications from people of all backgrounds and identities. As a Disability Confident Leader, we will provide a fully accessible recruitment process and offer an interview to disabled applicants who meet the minimum criteria for the job. We're committed to finding the right person for this role and are open to discussing flexible working, full time or part time working patterns.

If you have any questions regarding the role or the interview process, please contact Jenna Hazel (Senior Resourcing Business Partner) at Jenna.Hazel@burges-salmon.com or call on 0117 307 6060.

This advert will close as soon as we receive sufficient applications so please apply as soon as you can to be considered.

INDBS

Documents

• Senior Specialist Guidance Document.pdf (470.29 KB)
• Responsible Business Performance Highlights.pdf (0.77 MB)
• Job Description - CX Manager.pdf (149.15 KB)

Further Links

• Hybrid Working
• Benefits & Rewards
• Business Professionals Careers