CX Manager

Mansfield, Nottinghamshire
Vanilla Recruitment (UK) Ltd

As the Customer Experience Manager, you’ll be the champion for clients, ensuring every interaction is seamless, inspiring, and delivers results. You will play a crucial role in advising and supporting clients to ensuring that their customers have a positive experience throughout their journey, which is essential for building brand loyalty and driving sales.

What to expect:

• Enjoy a competitive salary and benefits package that includes private medical or dental
• 25 days holiday plus Bank Holidays
• 8x death in service
• Wellbeing initiatives
• Working hours are Monday to Friday 9am – 5.30pm
• Remote working role but travel to Mansfield and client sites across the UK is a requirement
• Opportunities for professional development
• Join a team of passionate and collaborative individuals who are redefining marketing excellence
• Work on a diverse range of projects, constantly pushing the boundaries of creativity
• Be empowered to make a real impact on client success stories

Here’s how you’ll craft a symphony of success:

• Respond with energy and passion to client needs and briefs to include journey mapping, CX safaris, and root cause analysis
• Tracking pain points and creating a compelling story
• Translating insight into action through the journey
• Facilitate innovation workshops or safari workshops for clients
• Be the bridge between the creative teams and clients, translating complex concepts into clear communication and fostering genuine connection
• Develop and nurture long-term client relationships, acting as a trusted advisor and advocate
• Gather client feedback and translate it into actionable insights to continuously refine offerings
• Collaborate with internal teams across departments to ensure a smooth and efficient client journey

You’ll be a maestro of client experience if you:

• Have extensive omni channel (physical & digital) experience of CX to include journey mapping and proposition development
• Possess a deep understanding of how brands operate, customer behaviour and how brands interact with customers
• Have the ability to work in a high-pressure environment managing multiple projects
• Thrive in a fast-paced, dynamic environment where creativity meets strategic thinking
• Have exceptional communication skills, both written and verbal, with the ability to build rapport and navigate diverse personalities
• Experience in a marketing agency environment is a plus