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Customer Experience Manager | Private Healthcare

Job Title: Customer Experience Manager | Private Healthcare
Contract Type: Permanent
Location: Birmingham
Industry:
Salary: 40000 - 45000
Reference: JT/HQ00027399
Contact Name: Michael Wilkinson
Contact Email: mwilkinson@compassltd.co.uk
Job Published: September 13, 2019 08:56

Job Description

Customer Experience Manager | Private Healthcare    
Full Time | Permanent    
Birmingham    
£40,000 - £45,000 per annum + benefits    
    
CCS | Compass Corporate Services are partnering with a rapidly growing, forward thinking, private healthcare provider in seeking a new Customer Experience Manager job, based in their head office in the West Midlands.              
           
Overview              
           

We have a new marketing job available for an experienced Customer Experience Manager to join an expanding marketing team in Birmingham. This is a great time to join the organisation as it is currently going through a period of growth and positive change. This job will have a lot of autonomy and will work with a brilliant vibrant team.       
    
The Customer Experience Manager will be required to define the customer experience strategy for the group. You will be tasked to develop market leading customer service / experience across all key areas of the organisation in a consistent manner to engage new clients, retain current clients and drive forward reputation.    
    
This newly created role will work very closely with the operations team and the Head of Marketing Delivery to ensure that all the updates to customer insights and customer journeys are shared and delivered to the services in an appropriate manner.    
    
Reporting into the Group Marketing Director, you will work closely with other stakeholders in the business to ensure that all customer service is delivered in the right and consistent way to represent the brand.    
    
You will additionally be responsible for developing guidelines for the management of Google reviews and regularly monthly reporting on reviews and performance across the group. You will also be solely responsible for increasing consent rates across the group, working with the operations and marketing delivery teams.    
    
The successful candidate must have excellent relationship and stakeholder management, as well as being an influential, enthusiastic and energetic professional.                      
    
Essential Criteria      
 

  • Educated to Degree level or equivalent
  • Previous experience of working in a multi-site, operational capacity and delivery of top line growth
  • Strong customer service understanding
  • Excellent CX knowledge
  • Experience of developing and evolving customer journeys
  • Good understanding of B2B and B2B market dynamics and customer journeys.
  • Understanding of service sectors
  • Strong analytical skills

 
Desirable Criteria              
  

Previous experience or knowledge of the healthcare industry would be advantageous
Experience of research and insights
 
To Apply                                 
                  
For further details and to apply for this role please call Jamie-Leah Taylor on 01273 027 912 or email jltaylor@compassltd.co.uk                                        
         
Recommendations                                  
                  

Compass Corporate services is a division of Compass Associates Ltd and are acting as a Recruitment Consultancy for this permanent vacancy; we offer £200 worth of John Lewis Vouchers for each successful recommendation