Senior Customer Experience Manager
£60k
Hybrid working
West Yorkshire
Forward Role are working with a leading retail business to recruit a Senior Customer Experience Manager/ Customer Insight Lead.
You will be the driving force behind understanding customer behaviour, gathering actionable insights and translating those insights into meaningful retention strategies.
Responsibilities:
- Work closely with the Customer Care, Retention and CRM teams to ensure that customer data drives everything they do
- Focus on increasing retention, enhancing customer satisfaction, and optimising the overall customer journey
- Lead customer research, identify key trends in customer data and develop strategies based on data-driven insights to improve customer loyalty, reduce churn and optimise engagement
- Partner with cross-functional teams to influence product development, marketing, and customer support efforts based on customer feedback and insights
- Reporting, budget management & strategic decision-making
What you will need:
- Proven experience in customer experience, customer insights or related role, with a strong focus on data-driven retention strategies
- Expertise in using CRM tools, analytics platforms and customer survey tools to gather, analyse and interpret data
- Strong understanding of customer retention techniques and experience developing and implementing retention strategies that drive measurable improvements
- Excellent communication and stakeholder management skills, with the ability to present data-driven insights to senior leadership
- Analytical mindset with the ability to turn data into actionable, impactful strategies
- Experience with D2C eCommerce brands is a plus
As an industry leading, nationwide Marketing, Digital, Analytics, IT and Design recruitment agency, we are continually receiving new assignments to work on, so keep a close eye on our website, Facebook, LinkedIn and Twitter pages for a full list of current permanent and interim opportunities as well as marketplace news and fun stuff.
Forward Role is operating as an employment agency.
APPLY HERE.
