Customer Service Manager - Strategies, Stakeholder, Customer Insight

Key Skills & Experience:

- Experience of working in a customer insight environment.
- Experience of delivering change in a customer service context.
- Experience of initiating, developing and sustaining effective relationships with internal and external stakeholders.
- Proven communication skills.
- Proven ability to work in a complex structured project and programme management environment to tight deadlines.

Responsibilities:

- Lead delivery of all customer engagement.
- Develop and build effective relationships with stakeholders.
- Work with internal teams and supply chain.
- Identify and map key customers.
- Develop and build strategic relationships.
- Lead on the evaluation and measuring of customer experience, monitoring feedback, identifying trends and help deliver resolutions.
- Work closely with the customer service team.
- Provide regular feedback on progress and performance.
- Act a ultimate point of escalation for customer services.
- Audit current services.

Customer Service Manager is required to lead the delivery of all customer engagement within the region, developing tools and processes for obtaining better customer insight. The CSM will engage with customers in order to proactively assess their needs and requirements as part of continuous improvement, design and integrate new processes to help build customer relations and improve upon support services.