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Customer Experience Manager, Usability by Design Ltd.
Dec 06 04
Source: London Usability
Customer Services Manager (Customer Experience)
Introduction:
Usability by Design Ltd. is looking to recruit for the permanent role of Customer Services Manager (Customer
Experience) on behalf of one of our most valued clients.
You would be joining one of the UK's most respected brands, reporting directly to the Head of Customer Services.
Role:
To be the customer champion for a large online retailer and use this position to ensure the customer is always at the forefront of all projects, business activities and developments and operational performance.
Location:
You will be based in Chelsea/Kinghtsbridge, London.
Package:
Salary will range between £30K and £35K depending on the skills/experience of the candidate.
Benefits include annual bonus programme, 5 weeks paid holiday, 12% discount on the company's wide range of products, health and pension schemes, club membership etc.
Likely Duties:
Ø Management of a customer experience research
program to gain an understanding of the customer base
Ø Organising customer research exercises
Ø Organising competitor benchmarking studies
Ø Representing the user during corporate strategy
definition
Ø Educating the business and obtaining buy in
where needed
Ø Improve & standardise the customer experience
across all channels
Ø Owning the “customer service” and “my account”
areas of the website
Ø Work with other departments such as Marketing
etc.
Skills & Experience:
Ø Very strong communication and negotiation skills
Ø Personable, Gravitas, strong profile,
self-confident
Ø Pro-active, inquisitive, analytical, visionary
Ø Good understanding of both Retail Web
functionality + catalogue principles
Ø Knowledge of usability principles, practical
experience would be preferable
Ø You will have a third level education with 3 to
4 years commercial / ecommerce experience.
NOTE: This role is not suited for a candidate with experience solely in graphical design, usability, IT development or content development.
NOTE: Usability by Design is not a recruitment agency.
Contact Us:
Please email your curriculum vitae to
sales@usabilitybydesign.com before December 29th 2004.