Customer immersion manager

Job Title: Customer immersion manager
Contract Type: Permanent
Location: Reading
Salary: £41000 - £55000 per annum
Start Date: 2019-02-21 00:00:00
Reference: 748101420
Contact Name: Denise Phillips
Contact Email:
Job Published: February 21, 2019 14:13

Job Description

What is the purpose of this role?

Customer immersion, where customers share their experiences directly with our leaders, is central to the client's Net Promoter System and our determination to embed customer feedback into the deepest levels of our business and create a culture of customer obsession.

What makes this role unique?

This is a new and exciting role where you will take the lead and make it your own. Working independently, but with the support of a wider customer research & insight team, you will establish, deliver and grow an immersion programme. You will ensure all members of the client's Board, Executive team and senior management have regular meaningful direct engagement with customers, and that through the programme our leaders develop a personal and emotional understanding and the motivation to act.

What will this role involve?

Corporate responsibility for formulating, developing and promoting a long-term multi-layered immersion strategy and plan, aligned to the corporate strategy, the views of internal and external stakeholders and our customers, which impacts across the entire organisation and beyond.

Create, develop and manage a systematic and insightful programme that provides our leaders with frequent opportunities for face-to-face interaction with customers.

Create, develop and manage a systematic and insightful programme of call listening and customer call backs.

You will be the expert for customer immersion across the business, keeping abreast of the latest thinking and introducing innovative practice to the business.

Engage with key stakeholders to develop and implement appropriate methodologies to deliver programme requirements, budget and outcomes.

Facilitate customer immersion sessions and internal action planning workshops with Exec members and wider leadership community.

Interpret, report and present clear and compelling customer feedback and insights to key internal and external stakeholders.

Responsible for managing large volumes of nuanced customer feedback, complaints and issues, ensuring they are triangulated, tracked, addressed and used to drive culture change through the leadership community.

Review success of customer immersion programme to ensure the output has been used to drive improvement in customer and business outcomes.

Manage delivery of programme, working with customers, colleagues and suppliers to ensure robust delivery, and agreed outputs are delivered to quality, on time and within budget.

What skills are we looking for?

We are looking for someone with significant relevant customer interaction and facilitation experience. You will have good business acumen, as well as excellent influencing skills.

Strong influencing, communication and facilitation:

A customer advocate who is able to use their passion together with insight and a compelling argument to influence the customer change agenda.

Exceptional stakeholder influencing and management, able to confidently interact with groups of senior internal and external stakeholders (e.g. Exec, Board, the independent Customer Challenge Group).

Emotionally intelligent and empathetic, able to navigate sensitive situations (e.g. when discussing distressing events with customers, or delivering challenging customer feedback to colleagues).

A good communicator, able to interpret and then convey information in a clear and compelling way (written and verbal) for customers and stakeholders.

Strong facilitation skills and engaging presentation style when interacting with customers and stakeholders.

Strategy formulation and programme delivery:

Strong understanding of the value of customer insight in the business.

Self-motivated and able to work independently.

Able to formulate long-term strategy.

Able to build strong internal networks, collaborating with many different teams and colleagues across the company.

Salary and information

This role is based in central Reading, Berkshire. We are offering a salary of up to £55,000 per annum depending on your experience. You will also receive a car allowance, a performance related bonus of up to 20% of your base salary, an excellent contributory pension scheme, membership to private medical insurance for you and your family and much more!

A valid UK driving licence is required as there will be some travel required to company sites and other venues.

Evening working will be required from time to time in order to facilitate customer feedback sessions.