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Customer Success Manager - Glasgow

circa £60k - Technology - IT- Infrastructure
Ref: 4878 Date Posted: Monday 31 Jul 2017
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My client is in one of the most exciting periods in the history of Customer Service and have set ambitious, challenging objectives for the future.  Their new strategy is all about their vision for an amazing evolving customer centric organisation.  For the first time it defines them as a customer service business, with a real focus on making sure every customer has a great experience, every time they interact or transact with us.  

They need an exceptional, dynamic and engaging Customer Success Manager to join the team to support this vision and help them achieve their strategic priority of providing amazing service and increasing customer satisfaction.  Reporting to the Director of Customer Service Improvement, the successful candidate will champion the customer in all that they do; working with teams to turn insight into action and conducting root cause analysis to ensure that service failures are put right permanently.  The role holder will work collaboratively with the local teams to map key customer journeys; removing any pain points to make it easy for customers to deal with them by designing services from the outside in.

The Customer Success Manager will also be responsible for the development and implementation of innovative customer engagement strategies, the delivery of key business objectives and support with the management of the Customer Services Teams and local businesses across the UK.

This is a new and exciting role for someone who has been a successful Manager and understands the mechanics of running a busy multi-site business and now looking to elevate your career to the next level and move into a senior Head Office role. This position is instrumental in the success of Customer Services.

Key Responsibilities:

  • Support delivery of service improvement plans across the business, aligned to strategic, regulatory and corporate priorities that take into account customer insight, performance, assurance and risk, and employee requirements.
  • Develop and implement effective ways to collate and turn customer insight into action, to improve satisfaction and performance metrics.
  • Develop and deliver modern customer engagement mechanisms across First Bus both centrally and locally, making it easy for customers to engage with us.
  • Assist with Delivery and co-creation activities and service design work in partnership with internal customers and external stakeholders.
  • Use expertise to achieve team, service and corporate KPIs.

Essential Experience:

  • Proven experience of managing and motivating cross-functional, multi-disciplinary or strategic teams.
  • Proven ability to plan and implement change effectively.
  • Proven track record of achieving deadlines and working effectively within a complex and dynamic environment.
  • Proven experience of turning insight into action to increase customer satisfaction and organisational performance.
  • Proven experience of working with customers to develop engagement mechanisms.
  • Minimum of 2-4years Management experience in customer services or customer experience environments.

Person Spec

  • You need to have great curiosity – be inquisitive and challenge the status quo
  • We are looking for a confident critical-thinker that can jump into many different problems, markets and situations and come up with tactical recommendations
  • You need to want to make change now – this is less about creating an incredible strategy that will be implemented over the long term, and more about processes that can change the business in the next 6 months
  • There’s a lot to do, so we need someone who can prioritise and make decisions intelligently using data to direct them.