Customer Experience Manager – Driving Excellence in Arenaflex's Customer Support

Are you a customer experience enthusiast with a passion for driving excellence in customer support? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join arenaflex, a dynamic and innovative company that's revolutionizing the way we design and deliver exceptional customer experiences.

About Arenaflex

Arenaflex was founded in 2012 with a bold vision to create distinctive designs that inspire home obsession everywhere. Our commitment to innovation and customer obsession has led to the development of a unique business model that cuts out expensive overheads, making our prices affordable and our designs accessible to a wider audience. With a strong focus on data-led decision making and a relentless pursuit of excellence, we've established ourselves as a leading player in the industry, with collaborations with top retailers like John Lewis and many more.

The Role

As our Customer Experience Manager, you'll be the day-to-day interface between our third-party contact centre and the core business, driving exceptional customer experiences at every touchpoint. Your goal will be to optimize all current systems and processes that support customer interaction, information exchange, and performance efficiency. You'll work closely with our senior leadership team to define best-in-class customer experiences, manage our outsourced customer service team, and hold them accountable for Service Level Agreements (SLAs). Your responsibilities will include:

• Working with the senior leadership team to define best-in-class customer experiences
• Managing our outsourced customer service team and holding them to account for SLAs
• Managing resource requirements to deliver the service levels we have agreed
• Resolving complex customer problems that require escalation
• Providing weekly and monthly business updates on the performance of the customer contact centre
• Leading initiatives to improve the customer proposition during and after delivery
• Leading initiatives to improve the tools within the contact centre
• Delivering training to improve the performance of our care agents
• Ability to deal with complex escalated customer issues
• Ability to work autonomously
• High energy with a proven ability to move at pace whilst remaining level-headed and calm
• Ability to effectively utilize data to inform performance-enhancing strategies
• A strong communicator and influencer with an ability to drive and deliver change management whilst maintaining stakeholder buy-in and relationship

What We're Looking For

We're looking for a customer experience expert who is passionate about driving excellence in customer support. You'll be a natural problem-solver with a strong analytical mindset, able to effectively utilize data to inform performance-enhancing strategies. You'll be a strong communicator and influencer, able to drive and deliver change management whilst maintaining stakeholder buy-in and relationship. You'll be a team player who is comfortable working in a fast-paced environment, with a proven ability to move at pace whilst remaining level-headed and calm.

What We Offer

As a Customer Experience Manager at arenaflex, you'll enjoy a range of benefits and perks, including:

• Competitive salary
• Share options programme
• Profit share scheme
• Wellbeing allowance
• Pension scheme
• Private medical cover for you and your family
• Holidays, working environment and other perks
• 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

Work Environment and Culture

We're a lean team of 30, with a strong focus on collaboration and innovation. We've made flexible working a permanent thing, with regular workshops in London and the option to work from home or co-working spaces. We're a team that's passionate about driving excellence in customer support, and we're looking for someone who shares our vision and values.

How to Apply

If you're a customer experience enthusiast with a passion for driving excellence in customer support, we invite you to apply for this exciting opportunity. Please submit your application, and we'll be in touch soon to discuss your qualifications and experience.

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