Job Title:
Head of Client Experience Location:
Driffield Head of Client Experience Are you passionate about creating exceptional customer experiences and driving strategic initiatives? Despatch Cloud is seeking a visionary Head of Client Experience to redefine and elevate how we engage with our clients. In this role, you will shape the future of our Onboarding, Client Support, and Account Management functions, ensuring a consistently outstanding client journey. Key Responsibilities: 1) Strategic Vision and Leadership: Develop and implement a comprehensive client experience strategy that aligns with Despatch Cloud’s goals and values. Define and monitor key metrics to measure client satisfaction, retention, and overall experience. Establish and oversee systems, policies, and processes that enable exceptional client interactions. 2) Customer Insights and Continuous Improvement: Lead customer feedback initiatives, including surveys, interviews, and analytics, to understand client needs and pain points. Utilise insights to drive innovation, refine services, and enhance the customer journey. Collaborate across departments to ensure client-centric decision-making and execution. 3) Onboarding Excellence: Design a seamless onboarding framework tailored to diverse client needs, ensuring a positive first impression. Establish scalable onboarding strategies that increase efficiency while maintaining a personalised touch. Foster opportunities for client advocacy through referrals and positive reviews. 4) Client Support and Success: Define and implement service level agreements (SLAs) and performance metrics for the support team. Oversee the adoption of cutting-edge tools and processes to enhance support quality and responsiveness. Create escalation policies and frameworks that ensure efficient resolution of complex client issues. 5) Leadership and Team Development: Inspire and mentor a team of client experience professionals, including onboarding, support, and account management staff. Define roles and expectations, providing strategic guidance and resources to enable team success. Build a culture of continuous learning, collaboration, and excellence. What We Are Looking For: A strategic thinker with a proven track record of shaping and implementing customer experience strategies. Experience in designing and deploying client satisfaction surveys and analysing results to drive change. Strong leadership skills with the ability to inspire and align teams around a shared vision. Excellent communication and interpersonal abilities to foster client trust and loyalty. Expertise in developing metrics, tools, and systems to deliver measurable improvements in client satisfaction. Ability to think innovatively and proactively identify opportunities for enhancing client interactions. Why Join Despatch Cloud? At Despatch Cloud, we are committed to transforming how businesses manage logistics, shipping, and customer interactions. By joining our team, you will play a pivotal role in shaping the future of client experience within a dynamic and fast-growing company. If you are ready to lead with vision and make a lasting impact, we want to hear from you.
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Head of Client Experience Location:
Driffield Head of Client Experience Are you passionate about creating exceptional customer experiences and driving strategic initiatives? Despatch Cloud is seeking a visionary Head of Client Experience to redefine and elevate how we engage with our clients. In this role, you will shape the future of our Onboarding, Client Support, and Account Management functions, ensuring a consistently outstanding client journey. Key Responsibilities: 1) Strategic Vision and Leadership: Develop and implement a comprehensive client experience strategy that aligns with Despatch Cloud’s goals and values. Define and monitor key metrics to measure client satisfaction, retention, and overall experience. Establish and oversee systems, policies, and processes that enable exceptional client interactions. 2) Customer Insights and Continuous Improvement: Lead customer feedback initiatives, including surveys, interviews, and analytics, to understand client needs and pain points. Utilise insights to drive innovation, refine services, and enhance the customer journey. Collaborate across departments to ensure client-centric decision-making and execution. 3) Onboarding Excellence: Design a seamless onboarding framework tailored to diverse client needs, ensuring a positive first impression. Establish scalable onboarding strategies that increase efficiency while maintaining a personalised touch. Foster opportunities for client advocacy through referrals and positive reviews. 4) Client Support and Success: Define and implement service level agreements (SLAs) and performance metrics for the support team. Oversee the adoption of cutting-edge tools and processes to enhance support quality and responsiveness. Create escalation policies and frameworks that ensure efficient resolution of complex client issues. 5) Leadership and Team Development: Inspire and mentor a team of client experience professionals, including onboarding, support, and account management staff. Define roles and expectations, providing strategic guidance and resources to enable team success. Build a culture of continuous learning, collaboration, and excellence. What We Are Looking For: A strategic thinker with a proven track record of shaping and implementing customer experience strategies. Experience in designing and deploying client satisfaction surveys and analysing results to drive change. Strong leadership skills with the ability to inspire and align teams around a shared vision. Excellent communication and interpersonal abilities to foster client trust and loyalty. Expertise in developing metrics, tools, and systems to deliver measurable improvements in client satisfaction. Ability to think innovatively and proactively identify opportunities for enhancing client interactions. Why Join Despatch Cloud? At Despatch Cloud, we are committed to transforming how businesses manage logistics, shipping, and customer interactions. By joining our team, you will play a pivotal role in shaping the future of client experience within a dynamic and fast-growing company. If you are ready to lead with vision and make a lasting impact, we want to hear from you.
#J-18808-Ljbffr
