Customer Experience Manager

Overview: A key role for a manufacturer in the Chorley area, the Customer Experience Manager takes ownership of customer satisfaction (CSAT) and the end-to-end customer journey, and acts as the primary point of escalation for customer complaints, both pre-sale and post-sale.The role also owns the Group''s reputation across all Trustpilot pages. Working closely with customer service, sales, bookings, and installation teams, department heads, team managers, and the Group Continuous Improvement Manager, the role builds strong cross-functional working relationships, ensures complaints are resolved consistently and fairly, drives continuous improvement of the customer journey and CSAT, and ensures complaint and satisfaction performance is tracked and reported to the Operational Leadership Team.Key Responsibilities: CSAT and Customer Journey: Own and drive continuous improvement of customer satisfaction (CSAT) across the Group, setting targets and tracking performance over time. Map and improve the end-to-end customer journey, identifying and removing friction points from initial enquiry through to installation and beyond. Build and manage strong working relationships between customer service, sales, bookings, and installation teams to ensure a consistent, joined-up customer experience. Use CSAT and customer journey data to identify recurring pain points and champion continuous improvement initiatives across departments. Trustpilot and Reputation Management: Take ownership of ..... full job details .....