Customer Experience Manager

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About Matalan

From humble beginnings to disruptive innovations in the retail industry, find out about how Matalan is ever-evolving here.

We know as a team, we are stronger together - we champion equality for all and make lasting connections that go beyond work. We thrive off our inclusive culture, encouraging our colleagues to bring their true selves to work and contributing to collective creativity, open-mindedness and growth.

We want give every candidate the opportunity to perform at their best throughout the application and interview process and then ultimately in their role. If you require any adjustments during our recruitment process, please don't hesitate to let us know.

In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.

About the role

In line with Matalan's strategy of putting our customers at the heart of everything we do, the Customer Experience Manager's focus will be on helping to drive a customer-centric culture and continuously striving to improve the omnichannel customer experience.

What you will do:

• Gather real-time customer feedback through satisfaction surveys, video and audio tools
• Deliver commercially viable and actionable insight into operational teams through hands-on measurement and analysis of customer experience metrics and social listening
• Manage the CX measurement programme and reporting cadence
• Set up and manage a cross-functional CX steering group to agree priorities and drive improvements
• Monitor cross-functional improvement projects, share best practices across teams and champion opportunities to improve the customer experience
• Bring CX insight to life in innovative ways that help keep the customer top of mind
• Bring online customer reviews into the wider CX programme for a holistic view of CX
• Key point of contact for external partners (Medallia, Higher Oak, Sprinklr, Trustpilot, Google Reviews)
• Support internal customers across the store network and support hub in understanding and acting upon CX data and insight
• Enable, coach and encourage stakeholders to self-serve where relevant on the Medallia platform, and become the trusted advisor on platform usage and CX understanding
• Map the end-to-end omnichannel customer journey from the customer's perspective, identifying customer needs, preferences, painpoints and points of "joy"
• Collaborate with teams across the business to ensure there is a unified approach to customer experience
• Close collaboration with other insight roles to develop effective ways of working and sharing of insights. Work together to establish a common approach to answering key business questions
• Keep up to date with industry trends and best practice in CX management

About You

• Demonstrated experience in analyzing and synthesizing large data sets to extract key insights for informing business decision-making
• Proficiency in working with external Customer Experience (CX) providers, preferably with experience in the Medallia platform
• Advanced skills in Excel and PowerPoint
• Ability to bring the customer experience to life through impactful storytelling, tailored to various audience levels
• Established credibility and trust across stakeholder audiences
• Minimum of 4 years spent in a fast-paced, deliverables-driven environment, ideally within consumer retail
• Higher education qualification in an operational, customer-centric, or analytical field

Benefits

In addition to competitive salaries, we also offer the below core benefits:

• 20% staff discount, which increases with length of service
• Thrive Recognition Scheme
• Wellbeing support provided by the Retail Trust
• Life Assurance
• Retail Rewards platform offering discounts for other retailers
• Pension Scheme
• Access to a wide range of career development
• Additional benefits may apply depending on your role and area of the business