Customer Experience Manager

About the role

As a Customer Experience & Social Media Manager you will lead a team of Customer Experience Specialists and partner with key business leaders to ensure improvement in compliance and drive a Customer First focus. You will be responsible for ensuring that our Social Media community and presence maintain market leading engagement and community guidelines across all Social Media channels, including but not limited to Facebook, Instagram, Product Reviews and Tik Tok. This role will play an integral part in redefining our social media customer support space and making it an engaging and positive place for our customers to interact, pushing the boundaries of best practice.

Key responsibilities

• Oversee the day-to-day functions of the Customer Experience & Social Media Team

• Ensure deadlines are met for Customer Service voice and digital evaluations in accordance with the Line 1 Framework for the Customer Service Department to ensure all audits meet regulatory requirements and strategic KPIs

• Develop, manage and produce reporting needs as required by key stakeholders focused on performance, cultural, CX, Social and behavioural trends

• Help develop and implement a clearly defined Social Media Customer Service strategy across multiple channels

• Grow social media communities and customer advocacy, focusing on increasing positive engagement on posts

• Provide engaging text, image and video content for social media accounts to help drive digital adoption

• Oversee and respond to comments and customer queries in a timely manner

• Identify and provide regular reporting including insights and trends to the Customer Service network relating to compliance and customer experience interactions

• Manage and maintain satisfactory key control risk ratings for the Customer Service Department

• Maintain a thorough understanding of legislation, products, platforms, systems and processes

About you

• Previous experience working in a fast-paced customer facing environment

• Proven ability to gather information and provide feedback effectively to improve performance

• Understanding of how risks relate to business processes and the business 'risk and control' environment

• Good teamwork, internal stakeholder management skills and the ability to work with a variety of people

• Strong understanding of internal policies, processes and guidelines used within the Customer Service Department

• Ability to analyse data, experience trends and design/create executive reports

• Strategic mindset, with a focus on long-term customer experience uplifts and target setting

• Strong written and verbal communication skills

• Experience in process improvement leadership with proven, quantifiable results

• Ability to manage a high workload with competing priorities

About us

We make it possible – for our customers, our partners, and our people. We believe doing great work starts with feeling supported. Our values, take ownership, pursue excellence, win together, and create tomorrow, aren't just words. They show up in how we work, how we lead, and how we look after our team.

Benefits

• Extra week of paid leave each year through our Take 5 initiative

• Hybrid working model, giving you the flexibility to work from home while connecting in the office

• Sonder, a 24/7 support app for mental and physical wellness

• Discounts on Latitude products and services