1. Customer Experience Manager
Job summary:
As a Customer Experience Manager you will support The Crown Estate’s Regional Retail Team to deliver high levels of customer and partner satisfaction, loyalty and recommendation. As a key portfolio within The Crown Estate, the Regional Retail team deliver dynamically different shopping and leisure destinations. We take a bespoke approach to every one of our regional destinations, with a long-term view to invest, develop and deliver brilliant places for our customers.
Essential functions of the Job:
Execute the corporate customer experience strategy and framework set by The Head of Customer Experience within the Regional portfolio
Embed and champion customer experience within the Regional portfolio and work flexible across portfolios without dedicated customer resource
Share ideas and best practice working in collaboration with the Customer Experience Manager and Central London portfolio and key Managing Agent personnel
Engage with the wider Regional team to build productive and collaborative relationships
Carry out site visits across the Regional portfolio to engage with the Managing agents and Centre management teams and align them with The Crown Estate’s customer service vision and approach
Review all existing customer survey feedback and customer service plans for the Regional portfolio and their managing agents to produce and manage customer service action plans to increase satisfaction
Identify, recommend and implement changes to processes and structure required to deliver exceptional customer service, putting in place performance measures
Introduce and continue to review the reporting format for the Regional team portfolio and asset meetings
Develop and implement initiatives to support the Regional vision for customer engagement strategy and consumer experience
Support the Brand and Marketing team with customer engagement events and communications
Manage customer training across the Regional team and managing agents in conjunction with HR
Ensure customer complaints are used continually to improve our ways of working
Support and co-ordinate the implementation of any new customer engagement and tracking technology
Ensure the best utilisation of the cross-business Customer Champions Group
Actively support the development of a long term customer experience strategy
Operate flexibly across the business as required to support the wider business customer service and experience objectives
Experience required:
Proven experience in the following areas:
Engaging, influencing and working effectively across all levels, inspiring confidence, and building consensus
Developing and obtaining buy-in to customer service strategies
Action planning follow up any customer satisfaction surveys
Implementing new strategies and embedding new processes and practices within a commercial environment
Managing effective change by influencing departures from traditional ways of working to new ways to improve customer satisfaction
Managing communications on customer experience
Managing customer experience training with HR
Working effectively with suppliers and third parties
Preferably some experience and knowledge of the real estate business, Retail or Leisure sector
Flexible working, as whilst this role is London based, travel will be required (Approx. 40% regional 60% London)
Skills required:
Relevant degree and evidence of continuous professional development of a similar role
Customer service / experience best practice subject matter expert
Strong persuasive, confidence, communication and presentation skills
Excellent Stakeholder Management and leadership skills
Strong relationships, interpersonal and influencing skills
Highly self-motivated proactive, resilient and flexible with a desire to deliver high standards
Detail-oriented and able to look at processes to identify bottlenecks or areas of friction.
Proven strategic thinker with the pragmatism and flexibility required to make things happen
Quick to learn, able to relate to, and get to grips with, The Crown Estate’s business, objectives, strategies and relevant external markets
Business Area : - Operations
Department: - Corporate Affairs
Job level: - 4 – Manager / Professional
Responsible to: - Head of Customer Experience
Contract type : - Permanent
Budget Accountability: - N/a
People Responsibility: - N/a