Experienced Customer Experience Manager – Leading Online Business with Remote Work Opportunities and Regular Travel to Northumberland

Introduction to arenaflex arenaflex is a pioneering online business that has been revolutionizing the industry since its inception in 2012. With a mission to create distinctive designs that spark home obsession everywhere, we have established ourselves as a leader in the market. Our innovative approach to design, coupled with a data-led strategy, has enabled us to grow exponentially and collaborate with renowned retailers. As we continue to expand and diversify, we are seeking a talented and experienced Customer Experience Manager to join our team and play a pivotal role in shaping our customer service strategy. About the Role As a Customer Experience Manager at arenaflex, you will be the day-to-day interface between our third-party contact centre and the core business. Your primary objective will be to ensure that our customer support is best-in-class, optimizing all current systems and processes that support customer interaction, information exchange, and performance efficiency. This is a challenging role that requires a high level of energy, autonomy, and a proven ability to move at pace while remaining level-headed and calm. Key Responsibilities Collaborate with the senior leadership team to define best-in-class customer experiences Manage our outsourced customer service team and hold them to account for SLAs Manage resource requirements to deliver agreed-upon service levels Resolve complex customer problems that require escalation Provide weekly and monthly business updates on the performance of the customer contact centre Lead initiatives to improve the customer proposition during and after delivery Lead initiatives to improve the tools within the contact centre Deliver training to improve the performance of our care agents Effectively utilize data to inform performance-enhancing strategies Essential Qualifications To be successful in this role, you will need to possess the following essential qualifications: Proven experience in customer service management, preferably in an online business environment Strong communication and influencing skills, with the ability to drive and deliver change management while maintaining stakeholder buy-in and relationships Ability to work autonomously and make decisions with minimal supervision High energy with a proven ability to move at pace while remaining level-headed and calm Strong analytical and problem-solving skills, with the ability to effectively utilize data to inform performance-enhancing strategies Preferred Qualifications While not essential, the following preferred qualifications will be advantageous: Experience in managing outsourced customer service teams Knowledge of contact centre technology and systems Experience in delivering training and coaching to care agents Strong understanding of customer experience principles and best practices Skills and Competencies To excel in this role, you will need to possess the following skills and competencies: Strong leadership and management skills, with the ability to motivate and inspire teams Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders Strong analytical and problem-solving skills, with the ability to effectively utilize data to inform performance-enhancing strategies Ability to work in a fast-paced environment, with a high level of energy and adaptability Strong attention to detail, with a focus on delivering high-quality results Career Growth Opportunities and Learning Benefits At arenaflex, we are committed to providing our employees with opportunities for growth and development. As a Customer Experience Manager, you will have access to: Regular training and coaching to enhance your skills and knowledge Opportunities to take on new challenges and responsibilities A collaborative and supportive work environment that encourages innovation and creativity Access to industry-leading technology and systems Work Environment and Company Culture arenaflex is a lean team of 30, and we pride ourselves on being upbeat, ambitious, and collaborative. We have made flexible working a permanent thing, with the option to work from home or in a co-working space. We hold regular workshops and socials, and we are committed to providing a positive and inclusive work environment that supports the well-being and success of our employees. Compensation, Perks, and Benefits We offer a competitive salary and a range of perks and benefits, including: Share options programme Profit share scheme Wellbeing allowance Pension scheme Private medical cover for you and your family 27 days holiday rising to 30 with tenure Four months of summer hours finishing at 1 PM on a Friday Free furniture on each anniversary of employment Friends & family discount of 20% Fully remote working Frequent meet-ups, in-person workshops, and socials Conclusion If you are a motivated and experienced customer service professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Customer Experience Manager at arenaflex, you will have the chance to make a real impact on our business and shape the future of our customer service strategy. With a competitive salary, comprehensive benefits package, and opportunities for growth and development, this is a role that offers a unique blend of challenge, reward, and fulfillment. So why not join us on our journey to revolutionize the online business industry? Apply now and take the first step towards an exciting and rewarding career with arenaflex. Apply for this job