Customer Experience Manager

Customer Experience Manager

Sheffield, South Yorkshire, United Kingdom 

Salary: £40,000 - £50,000
Are you a seasoned professional with a knack for customer journey mapping and experience working with cross-functional teams? Do you have a proven track record in monitoring and supporting customer metrics? If you thrive in a fast-paced environment where the customer is paramount and are excited by the prospect of working for a rapidly expanding tech company that’s revolutionising the student housing market, then this brand-new role at UniHomes could be your perfect next step!
As our Customer Experience Manager, you will be the champion for our student customers, ensuring their voices are heard and their needs are prioritised throughout their entire UniHomes journey. This varied role will see you working across departments to consistently exceed expectations and deliver a seamless customer experience at every touchpoint.
Your key responsibilities will include owning the end-to-end customer journey, developing and managing customer service programs, championing the customer voice, leading cross-functional initiatives, developing and monitoring CX metrics, owning and responding to our Trustpilot reviews, advocating for a customer-centric culture, and staying ahead of the curve by researching and implementing industry best practices in customer experience management.
If you’re driven, highly experienced, and ready to make a significant impact, we’d love to hear from you. Join us at UniHomes and play a pivotal role in shaping an exceptional customer experience. This role will predominantly be based in the Sheffield Office.
Key responsibilities:

• Own the end-to-end customer journey: Analyse all touchpoints, from initial enquiry to in-life service, identifying areas of strength and opportunities for improvement. 
• Develop and manage customer service programs: Ensure consistent and high-quality service delivery across all channels (phone, email, live chat). 
• Champion the customer voice: Gather and analyse customer feedback through surveys, reviews, and direct interactions. Identify trends and present key insights to stakeholders to drive positive change. 
• Lead cross-functional initiatives: Collaborate with various departments (e.g., sales, marketing, operations, technology, finance etc.) to implement strategies that enhance the overall customer experience. 
• Develop and monitor CX metrics: Track key performance indicators (KPIs) and introduce a robust Net Promoter Score (NPS), process Customer Satisfaction Score (CSAT), and customer lifetime value (CLTV) to measure the effectiveness of CX efforts. 
• Own Reviews: Own and respond to our Trustpilot reviews and conduct Root Cause Analysis to improve our processes. 
• Advocate for a customer-centric culture: Foster a company-wide understanding of the importance of customer satisfaction and lead by example. 
• Stay ahead of the curve: Research and implement industry best practices in customer experience management. 

Skills and experience:

• Minimum 3-5 years of experience in a customer experience management or related role. 
• Strong understanding of the importance of customer satisfaction and loyalty in today’s competitive landscape and a passion for exceeding customer expectations.
• Proven track record of successfully implementing CX initiatives and improving customer satisfaction metrics. 
• Excellent analytical and problem-solving skills. 
• Strong communication, interpersonal, and collaboration skills. 
• Ability to work independently and manage multiple priorities. 
• Ability to work effectively in a fast-paced and dynamic environment.
• Proficient in Microsoft Office Suite (Word, Excel, PowerPoint). 
• Experience with Salesforce (a plus). 
• Experience working within the prop-tech or student accommodation sector (a plus).

About us: 

UniHomes has been named the fastest-growing technology company in Yorkshire and the Northeast in the 2023 Deloitte UK Technology Fast 50. We are also incredibly proud to have been officially certified as a Great Place to Work® (GPTW®).
 
Our industry-leading property search portal and utility management service enables our established and ever-increasing network of letting agent partners, to offer hassle-free all-inclusive accommodation to our growing and strong community of university students, who are actively seeking their perfect shared house. We are taking the market by storm, currently in over 60 university cities and towns across the UK, and we have huge ambitions for 2024.
 
Founded by three Sheffield property entrepreneurs in 2015, we have experienced remarkable growth and now have a team of almost one hundred at our Sheffield City Centre office. With recent minority investment from LDC we are scaling up our teams ready to conquer new horizons. There couldn’t be a more exciting time to join us.
We are a team driven and united by our core values:

• Lead the Way
• In it Together 
• Customers Matter
• Keep it Simple 
• Rise Above Challenges 
• Make it Happen

What do you get when you work here?

With people and culture at the heart of our organisation, we are continually enhancing our employee offer and culture. We are incredibly proud to have been officially certified as a Great Place to Work® (GPTW®) and an accredited Living Wage employer - all our employees earn a fair living wage above the government minimum wage.

Working in our stunning new office at New Era Square in the centre of Sheffield, you will get complimentary breakfast, hot & cold drinks, snacks, pool table, holidays, length of service days, voluntary day, enhanced pension scheme, pension salary sacrifice scheme, healthcare scheme, Employee Assistant Programme, sick pay, enhanced maternity & paternity pay, career progression, a commitment to personal and professional development, employee of the month award, refer a friend scheme, staff discounts, mental health and financial support, and company social events.