About the Company
KPMG is a global network of professional firms providing Audit, Tax, and Advisory services. Our commitment to quality and integrity has built a strong reputation, fostering trust and delivering value for our clients. In Exeter, we are a key hub for innovation and client engagement, serving a diverse portfolio of businesses across the South West. We believe that exceptional client experience is at the heart of our success, driving everything we do.
Job Description
We are seeking a dynamic and results-driven CX (Customer Experience) Manager to join our team in Exeter. This pivotal role involves designing, implementing, and optimizing customer experience strategies across our services. You will be instrumental in understanding customer needs, identifying pain points, and collaborating with various departments to ensure seamless and positive interactions at every touchpoint. If you are passionate about putting the customer first and have a proven track record of enhancing customer satisfaction and loyalty, we encourage you to apply.
Key Responsibilities
- Develop and execute a comprehensive customer experience strategy aligned with business objectives.
- Map customer journeys, identify key touchpoints, and pinpoint areas for improvement.
- Gather and analyze customer feedback through surveys, focus groups, and other channels.
- Collaborate with sales, marketing, operations, and IT teams to implement CX initiatives.
- Monitor CX metrics and KPIs, providing regular reports and actionable insights to leadership.
- Champion a customer-centric culture within the organization through training and advocacy.
- Manage customer relationship management (CRM) tools and platforms to optimize data utilization.
- Identify and implement best practices in customer experience management.
Required Skills
- Proven experience in customer experience management or a related field.
- Strong analytical skills with the ability to interpret data and drive informed decisions.
- Excellent communication and interpersonal skills, capable of influencing stakeholders at all levels.
- Demonstrated project management abilities, with a track record of successful initiative delivery.
- Proficiency in CX tools, methodologies, and CRM platforms.
- A strategic thinker with a keen understanding of customer needs and business objectives.
Preferred Qualifications
- Bachelor's degree in Business, Marketing, Communications, or a related discipline.
- Relevant CX certifications (e.g., CCXP, CEM).
- Experience within the professional services sector.
- Familiarity with qualitative and quantitative research methods.
Perks & Benefits
- Competitive annual salary and performance-based bonuses.
- Generous pension scheme with employer contributions.
- Comprehensive private medical and dental insurance.
- Flexible working options to support work-life balance.
- Extensive professional development and career progression opportunities.
- Employee assistance program and wellbeing support.
- Exclusive discounts on a wide range of products and services.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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