Global Customer Experience Manager

Reference: Table Place Chairs _
Type: Permanent (Fulltime 40 hrs pw)
Location: San Cesareo, Rome / (Hybrid Working 1/4)
**Salary**: €65,120 - €71,040 + 10% Profit Share Scheme of 10% of Salary, Smart Working - Hybrid 4/1
Reporting to: Global Operations Manager
**About Table Place Chairs _**
Rooted in decades of global partnerships through our brand UHS International, emerged the leading commercial and hospitality furniture manufacturer Table Place Chairs.
Starting out as a small collection of customisable tables and chairs, filling gaps of demands in the global market, Table Place Chairs has since grown into a full range of design-led contract furniture.
We maintain our growth through continued dedication to market research, innovation and, of course, working closely with you.
We are a forerunner in the hospitality furnishing industry, continually inspiring, creating and finding ingenious and beautiful solutions for restaurants, bars hotels and workspaces.
We have main bases in UK, Italy, France, and USA, giving us an international presence, which places us right at the forefront of furniture solutions being delivered internationally.
Our team is made up of passionate British and European creative thinkers, confident in mixing cultural and multinational knowledge in crafting designs fit for purpose and spaces where people can find comfort away from home.
Our design, our craft, our product is created with authenticity, comfort and overall quality enabling a fantastic range built for the contract environment.
From the workspace to a hotel lounge, the university campus to a restaurant.
"Making places for everyone" is what we genuinely love creating through design led furniture.
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**THE CHALLENGE**
As a Global Customer Experience Manager, you'll build a culture that obsesses over how to leave customers feeling delighted.
Through a blend of your technical skill and strategic acumen, you'll design and implement scalable support processes that allows your global team of 5 people to deliver responsive, highly effective, and cost-efficient service across the EU/UK.
You will manage the customer services department setting out the company's Customer Experience Protocols to ensure that we exceed the expectations of our clients' customers and deliver an exceptional customer experience.
**WHAT YOU WILL DO**
- Set up a global customer service function defining roles and responsibilities, processes, policies, and procedures across UK, Italy, France and the USA
- Introduce and manage Service Level Agreements
- Manage all procedures related to the identification, prioritization, tracking, and resolution of customer requests and issues
- Establish the metrics and data gathering systems by which we will measure team performance
- In addition, you will take an active lead on both MI and analysis of data, monitoring quality assurance, spotting trends and driving insight that can continuously improve business performance as we continue to grow develop
- Work with all stakeholders to ensure consistency and single messaging for the best experience becomes engrained.
- Build and maintain a culture of continuous improvement, which includes but is not limited to creating knowledge bases and standard operating procedures and meet regularly with regional sales leads to review.
- Drive customer escalations to resolution by leading and engaging with customers
- Hire and manage the professional development of your team through coaching & feedback
- Hold regular communications/meetings with Team members to discuss KPI expectations and hear any concerns.
- Maintain an orderly workflow from beginning to end across each aspect of the department according to priorities.
- Create reports and analyze successes/downfalls.
- Authorize product repairs and escalate costs over £500 to respective sales leads.
- Regularly liaise with Sales Team to incorporate plans to increase customer satisfaction.
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**WHAT YOU NEED TO SUCCEED**
- Previous experience of implementing a global customer service with a 'hands on' and 'can do' attitude.
- Experience of writing policies and procedures and embedding these on a global scale
- People management experience, leading, coaching, performance management and managing in person and remote teams
- Energetic and pro-active self-starter able to take responsibility for hands-on delivery, and team management.
- Strong communication skills, with a proven track record of implementing and delivering.
- Excellent at multi-tasking, prioritisation and collaborating with suppliers, customers and colleagues across functions.
- Fluent in Italian & English
Contratto di lavoro: Tempo pieno
Stipendio: €65.120,00 - €71.040,00 all'anno
Benefit:
- Fondo pensione
- Partecipazione agli utili
- Snack gratis
Disponibilità:
- Dal lunedì al venerdì
Lingua:
- English (Obbligatorio)