Customer Experience Manager Surbiton, England
Job description
About us
Our mission is simple, to Improve life through travel. Exodus Travels is one of the world’s leading adventure travel companies delivering extraordinary travelling experiences across more than 90 countries worldwide.
Providing unparalleled expertise and local knowledge, our exceptional guides on the ground and teams in our worldwide offices have been crafting amazing travel experiences for years.
Our values are to Bring Happiness, Take Responsibility, Be Ambitious and Always Passionate, they underpin the work that we do and act as a reminder of why we do it. We are looking for people who can embrace our values and live them every day.
Our commitment to Equity, Diversity & Inclusion
Together we will cultivate a diverse, equitable and inclusive environment, where all our people can flourish and are encouraged to be their unique selves. We are committing to implement meaningful change within our culture by increasing awareness of and counteracting unconscious bias, eradicating systemic barriers, embracing diversity, and engaging all employees in the process.
Our commitment to People, Places & Planet
Our People, Places & Planet plan works towards improving life through travel - for the places we visit on our adventures, the people we meet when there, and the planet which hosts us.
Summary
Working closely with multiple teams and offices, you will be the Customer Experience champion across the Exodus and Headwater brands, ensuring consistent delivery on all points of the customer journey, as we drive high levels of customer experience, best in class personalised service and increased repeat business.
Location - Hybrid role requiring the candidate to work in our office Surbiton, UK 2-3 days per week
What you will be doing:
- Lead and take accountability for the Exodus & Headwater customer experience, ensuring the customer purpose is kept alive across all teams. Take a more ‘consulting’ role with our Dutch business
- In conjunction with other business stakeholders, contribute to implementing a new CSQ system and process.
- Lead customer journey mapping to identify struggles and highlight opportunities for improvement in the customer experience and drive solutions, initiatives and USPs in terms of service
- Provide detailed insight, timely reporting and analysis of customer experience feedback across all the business to drive efficient change & problem resolution:
- Provide reporting and insight on performance against all Customer KPI’s and identify focus areas for improvement.
- Ensure CSQs meet the needs of the business and the outputs provide detailed, accurate, timely analysis to support live action and positive future change
- Lead monthly Customer Experience meeting with relevant teams to discuss, progress and solve customer issues.
- Working with Sales and Customer operations teams for Pre-travel
- Working with the Product, Customers Services and the safety team for on trip issues.
- Work with the Customer Services team to fix the root cause of complaints and improve service across the business while limiting compensation spend.
- Conduct surveys to capture information on customer opinion of rendered services in conjunction with CRM Manager
- Responsible for resolving the issues and ensure quick response to enquiries left by customers on 3rd party platforms such as Feefo, Facebook and Trustpilot
- Working with all customer-impacting teams to find ‘surprise and delight’ opportunities to create even greater proportions of Exodus Promoters from our happy customers.
What we are looking for:
- Strong management skills and experience within a strategic Customer Service & Experience focussed role (demonstrated ability in a senior role)
- Previous experience of optimally analysing data and insight
- Familiarity with Adventure products, booking systems and organisation structure
- Customer driven with strong commercial awareness
- Experience presenting in front of large groups of stakeholders, both in-person and remotely
- Excellent interpersonal skills with ability to build relationships and inspire teams to deliver exceptional service to our customers
- Excellent attention to detail and the ability to optimally multi-task
- Strong communicator, verbal and written
- Strong analytical skills and able to work quickly and accurately with figures and spreadsheets
- Ability to build trust and respect quickly
We look forward to getting to know you!
#hybrid
