Overview
Position Title: Customer Experience Manager
Company: Gumtree
Location: Aberdeen, UK
Job Description:
The role of Customer Experience (CX) Manager is focused on improving customer experience for all users of our UK platforms; Gumtree.com and Motors.co.uk.
By working closely with the UK Trust & Safety team and our outsourced partner, we’re looking for someone with extensive vendor management experience that can manage performance in a result & data driven environment. This role will also take responsibility for B2B customer support in our key commercial automotive vertical and represent our eBay Motors Group brand.
Responsibilities:
- Develop vendor relationship and own the strategy around inhouse/outsourced operations.
- Own and improve customer satisfaction rates Understand drivers and be a strong advocate for the customer experience.
- Develop a deep understanding of Customer Experience Operations that can connect the dots between teams to identify areas for improvement, efficiency and teamwork.
- Drive key leadership meetings and facilitate alignment on key issues and opportunities; follow up on action items and progress.
- Identify and prioritise initiatives that improve capacity, agents efficiency and increase automation.
- Development and implementation of new processes and procedures for effective and efficient team operations to ensure commercial success and customer satisfaction
- Drive goal setting and performance management, and run rhythm of the business reporting and monitoring of key performance metrics.
- Own or support ad-hoc strategic projects, requests and/or analysis, as needed.
- Design and continuously improve customer support processes.
Requirements:
- Contact centre and content moderation experience.
- Extensive experience in managing outsourced operations.
- Experience with Trust & Safety, Community Operations and Customer Service area is a plus
- Experience with automation to improve quality and efficiency
- Experience with the development and implementation of systems/tools utilised for Customer Service
- Minimum 4+ years management experience in an operational or customer service role.
- Proven partner management and influencing skills in a cross-functional environment Sophisticated analytical skills.
About Gumtree
At Gumtree, we’re proud to have spent the last 20 years helping to make ‘Good Finds’ happen for millions of people across the UK. From motors to sofas, records to roommates, connecting people to what they need, when they need is what a Good Find is all about - even if that does sometimes mean the occasional advert with a typo in a headline or a thumb over the camera lens. Over the years we’ve helped start next chapters, supported communities and small businesses and encouraged people to embrace a culture of re-commerce, where we waste less, share more and help each other out in small ways.
With over 1.8m ads live on the platform at any time, it’s probably no surprise that we believe that everything can find new purpose, and we’re on a mission to make buying and selling second hand simpler, safer and more enjoyable for every single one of our 11m monthly users.
With a team of 185 people working from our Richmond riverside office (plus a few more working for our sister brand Motors.co.uk in Abingdon, Oxfordshire). We’re a diverse bunch of super friendly and talented individuals, always on the lookout for our next ‘Good Find”; talent who want to join our community and drive the re-commerce revolution, open up opportunities for our users and help people find what they’re looking for.
If you’re motivated and full of ideas for how you could help make more Good Finds happen on Gumtree then we’d love to hear from you!
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