Senior Customer Experience Manager

This role is a fantastic opportunity to join a dynamic company in a very exciting market. We are looking for a Senior CX Manager with a track record of managing contact centre support operations. This will include an exciting new contact reduction management project and driving a small team of managers towards an exciting new role in supporting the customer experience UK operations. Together with our partners, you will constantly look for opportunities to improve, innovate and be more efficient. You strive to delight customers and constantly seek new opportunities and ways to pioneer in the market and drive efficiencies.

What You Will Be Doing:

• Managing and motivating a small internal team to dream big and feel empowered to drive change
• Developing initiatives to drive down customer contact in conjunction with our key suppliers and internal teams, with a strong focus on using data to drive contact and friction reduction
• Help the CX Director with a long-term strategic vision and roadmap for the development of the local Customer Care function
• Evaluating new internal partnerships that will help to improve customer experience
• Evaluating wider market opportunities to support the development of our customer proposition
• Working closely with our Logistics Development Manager to improve / automate departmental systems and reporting, and representing the customer care department in global conversations
• Ensuring our contact centres are always ready to support customers by delivering on-time and on-point project delivery to the BPO management teams

Who You Are:

• At least 5 years working with developing relationships with senior stakeholders in FMCG/Perishables
• A clear, demonstrable track record of improving contact centre metrics (primarily reduction and deflection)
• A natural proclivity towards using data to prove / disprove assumptions
• Strong people management skills, with a focus on mentoring and developing teams
• Experience of automating process to drive departmental efficiencies
• Ability to manage projects E2E with strong people skills to engage and motivate stakeholders
• Experience working with perishable products and contact reduction [desirable, not essential]

What you will get in return:

● 70% off HelloFresh or Green Chef boxes
● Company pension scheme
● Gym membership
● Bupa private medical insurance (including dental & family cover options)
● Electric vehicle scheme
● Mental health first aiders and an employee assistance programme
● Dog friendly office! (London site only)
● If in the office, enjoy a free breakfast every day
● Eye care scheme
● Cycle to work scheme
● Group Life Assurance

Location: The HelloFresh Farm, 60 Worship Street, EC2A 2EZ, London 

Hybrid Working Policy
We offer a hybrid working policy for eligible roles, allowing flexibility to work from home and in the office. For more details on eligibility and how this applies to the role you're applying for, please consult with your recruiter.

Next steps: Your application will be reviewed and if successful, a member of the Talent Acquisition Team will be in touch within 2 weeks.

You are required to cooperate with HelloFresh in all health and safety matters. You are responsible for ensuring you take reasonable care of your own health, and safety as well as others who may be affected by the work activities you undertake. You must report incidents immediately and actively raise health and safety-related concerns to your Line Manager. As part of our commitment to maintaining a safe and secure environment, we will process Disclosure and Barring Service (DBS) checks to the successful individual. Failure to disclose relevant information at application or throughout the process could affect your employment with the company. 

If you are currently a HelloFresh employee, please make sure you have discussed your application with your Line Manager.