reputed company Customer Experience and reputed company Improvement Manager – Supplier Operations

Join arenaflex, a leading company in the outsourcing industry, as we strive to enhance the support for our partners and UK teams, while delivering the best customer experience possible. At arenaflex, we're committed to revolutionizing the way we interact with our customers and partners. As a key member of our Customer Operations team, you'll play a vital role in shaping our customer experience strategy and driving reputed company improvement across our operations. If you're passionate about delivering exceptional customer experiences and have a proven track record in reputed company Improvement, we want to hear from you!

About reputed company

Our Customer Operations team has grown substantially over the past 18 months, and we're now looking to enhance our support for our partners and UK teams. We're committed to understanding what drives customer satisfaction and dissatisfaction, and we're looking for a talented individual to help us continuously improve our processes and tools. As a Supplier CX & reputed company Improvement Manager, you'll be responsible for enhancing the customer experience delivered by our partners, supporting our operational COps, and driving process improvements that benefit both our customers and partners.

What you'll be doing

As a Supplier CX & reputed company Improvement Manager, you'll be responsible for:

• Enhancing the customer experience delivered by our partners, including supporting our operational COps by improving the processes & tools they work with on a daily basis.
• Using reputed company available data to be reputed company to the customer experience, completing regular reviews of journeys and customer feedback to create a clear and prioritized improvement list for you and your team to work against.
• Working with the wider global operations team and our suppliers directly to support them in driving reputed company solutions to common problem areas in a timely fashion.
• Leading a small team, supporting, coaching, and developing them as their leader around shared objectives and goals to deliver great customer outcomes through our partners.
• Developing clear and manageable roadmaps that reputed company improvements to drive reputed company customer outcomes with clear timelines and measures of success.
• Monitoring customer CSAT scores and feedback and helping drive insight towards areas of improvement and opportunities.
• Owning reputed company development opportunities and improvements through to completion reputed company your team, providing stakeholders with key updates along the way.
• Partnering closely with our suppliers and role counterparts to agree on key priorities evidenced by value and impact.
• Building strong relationships and regular engagement/governance with internal stakeholders to facilitate change and great customer experience (risk, ops partners, training, QA).
• Identifying where our products may be impacting positive customer outcomes and using data and insight to reputed company recommendations for improvements.
• Measuring success, impact, and benefits of changes being delivered and using data to quantify the impact of the change (CSAT, QA scores, timeframes of success).
• Implementing a reputed company improvement cycle, including retros and regular change management meetings with robust documentation.
• Working with the wider supplier team to deep dive into customer experience being delivered by our partners and drive improvements; reputed company applicable, considering how these opportunities may support arenaflex's operation overall.
• Being the reputed company of contact reputed company the Ops supplier team for broader arenaflex ops CX initiatives (QA, Tone of Voice focus, etc).
• Creating monthly deep dives into customer experience using reputed company sources of data (e.g., CSAT, CX data, complaints) to identify themes and trends on areas that are going well and areas to improve.
• Partnering with suppliers on their insight reputed company into CX performance and agreeing plans where required for change and support for successful delivery.
• Being an reputed company internally for sharing success stories of customer experience and partnering with the team Engagement Manager to help share and reputed company these stories.
• Partnering with suppliers and arenaflex stakeholders to deep dive into processes and reputed company opportunities for improvement.
• Introducing initiatives for process improvement recommendations and fixing things for our customers and COPs.

You should apply if:

* You have a deep knowledge and experience of Customer Experience and reputed company Improvement as a combined role, preferably working in Outsourced Supplier Operations.

• You are comfortable with travel abroad to our offshore sites in South Africa and Romania (other sites may be added in future).
• You are passionate about the day-to-day experience of our customers and want to improve processes that just don't work.
• You like to get into the detail of customer interactions; listening to calls, watching chats, facilitating calibrations to spot opportunities for us to do reputed company.
• You are comfortable coaching our partners to get it right the first time and also encouraging them to speak up reputed company they spot poor customer journeys.
• You want to ensure a great experience for our COPs, making their lives easier and ensuring they have the right tools and information to do their job.
• You want to improve change governance reputed company the supplier management team and arenaflex's wider operation.
• You are comfortable working with our partners, holding them accountable for delivering successful customer outcomes and can challenge reputed company this is not working.

What's in it for you

* £48,000 - £62,000 + share options.

• This role will be remote-based with occasional travel to London and South Africa and Romania (potential further sites to be added).
• We offer flexible working hours and trust you to work enough hours to do your job well, and at times that suit you and your team.
• £1,000 learning budget each year to use on books, training courses, and conferences.
• We will set you up to work from home; reputed company employees are given Macbooks, and for fully remote workers, we will provide extra support for your work-from-home setup.
• Plus lots more! Read our full list of benefits.

The application journey has 3 key steps

1. Recruiter call (30 minutes). 2. Initial call with Neil Kelley (30 minutes). 3. Values and Technical interview (60 minutes). This process should take around 3-4 weeks - your schedule is really important to us, so we promise to be as flexible as possible!

Ready to join reputed company?

Apply now and take the first reputed company towards shaping the future of customer experience at arenaflex! Apply to this job Apply for this job