Customer Experience Manager

London, Greater London, England
Job Type:
Digital Workspace
Job reference:
23 days ago

Customer Experience Manager

Reports to: Head of Brand & Lead Generation

Based: Canary Wharf / Uxbridge

Flexible working: 3-4 days office and 1-2 home depending on meetings - but must be flexible

Salary £competitive + bens package

Other key relationships: Marketing Director, Operations Directors, Heads of, Marketing team, Sales team consultants, global teams and external suppliers

Key aim:

  • To drive positive candidate experience across our brands, improving loyalty and redeployment.

A fantastic opportunity to join a global market leader as a Customer Experience Manager. What are we really looking for?

  • A strong B2C Marketer to come in and take the lead in this role
  • Experience working with data surveys and problem solving
  • Strong written communication skills / Copy-writing experience / Creative
  • Stakeholder management

Person profile:

A role for an experienced B2C marketing experience professional:

  • Creative and commercially minded
  • Capable of adding strategic guidance
  • Able to regularly deliver positive momentum and progress
  • Ability to present to senior stakeholders
  • Strong written communication skills
  • Strong planning and organisational skills
  • Team player with ability to stand alone
  • Ability to form strong and effective working relationships with people at all levels across the organisation
  • Confident, resourceful and a "can do" attitude
  • Ability to work in a fast-moving and changing environment where challenge is the norm and issues widely varied.


  • Drive improved levels of associate re-deployment
  • Develop associate loyalty programmes
  • Implement candidate/associate eCRM
  • Provide the operation with candidate value-add materials and tools including supply side market intelligence
  • Support the automation of candidate care/life cycle
  • Deploy improved candidate referral scheme
  • Put in place disappointment management (silver medallist)
  • Support attraction and media with assessment tools to improve suitability of applicants e.g. self-serve, killer questions
  • Build talent pools and alumni for key skills
  • Deliver candidate facing thought leadership and content
  • Through team (and in conjunction with digital) co-ordinate candidate facing social media channels
  • Work in conjunction with the digital team to drive the performance of our candidate facing websites
  • Lead the NPS programme across Group
  • Support MyPath initiatives
  • Support the content team with the development of seasonal and theme-based candidate campaigns and assets
  • Lead on the marketing of candidate-based initiatives e.g. Driver Academy
  • Co-ordinate any B2C European or Global candidate facing marketing campaigns

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