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Customer Experience Manager

Cazoo

Cazoo

Customer Service, (Prospecting), (Customer Service), (Client Relationship Manager)
London, UK
Posted on Wednesday, December 14, 2022
<h2><strong>About Cazoo and our culture:</strong></h2> <p><span style="font-weight:400;">In just four years, we’ve transformed the car buying experience in the UK and we’re seeking the best talent to push us onwards and upwards.</span></p> <p><span style="font-weight:400;">Our mission is to transform the car buying experience across the UK by providing better selection, flexibility, transparency, convenience and peace of mind. Our aim is to make getting your next car no different to ordering any other product online today, where consumers can simply and seamlessly purchase a car entirely online for delivery or collection in as little as 72 hours.</span></p> <p><span style="font-weight:400;">Right now, we are looking for people who want to maximise their impact – for their careers, colleagues and our customers. We're looking for someone who wants to learn with the best, take the initiative and love the challenge of working in a constantly evolving organisation. You will also be driven to make a positive impact on others and want to be part of building a strong community at work.</span></p> <h2><strong>About this role and the impact you will have:</strong></h2> <p><span style="font-weight:400;">Reporting into the Head of Customer Experience the Customer Experience Manager role is critical to delivering the Cazoo customer strategy. With ambitions to deliver market leading customer experience, while driving commercial goals, this role will be responsible for designing and developing the Cazoo customer experience across a customers lifecycle, in particular across points in ensuring that every customer becomes the biggest advocate for the brand. </span></p> <p><span style="font-weight:400;">You will be focused on driving initiatives across the business to deliver a digitised market leading CX, working closely with people at all levels and teams, including other Customer teams such as Brand and Digital Marketing, as well as Product, Finance, Logistics and Operations. This is a fantastic opportunity to get involved in all areas of the business, as the role will encompass anything which impacts the customer experience.</span></p> <h2><span style="font-weight:400;"><strong>What you will be doing:</strong></span></h2> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Design, deliver and manage ongoing optimisation of the customer journey, as well as the systems and processes which support this.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Ensure that every customer experience decision is both considerate of delivering marketing leading CX and commercially focused in order to deliver on business goals. </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Manage and develop world class talent, with one Customer Experience Specialist reporting directly into you</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Deliver critical pillars of the customer strategy, driving the business vision to offer marketing leading digitised customer experience. </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Create a strong relationships within the wider CX team to ensure that the customer journey is consistent across all touch points. </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Be a strong advocate for the customer across the organisation and act as the “voice of the customer”, driving customer-obsessed decisions based on deep customer insight.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Input into the customer experience roadmap, championing areas of the customer experience which require improvement, development or optimisation, ensuring a commercial approach to prioritisation.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Work cross functionally across a variety of business, operational and technology teams to design and shape the customer experience journeys.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Own the development and implementation of change management programmes to address any issues identified; defining tasks, owners, timings and any required budget. The scale of the plan will vary depending on the issue; it could be small changes to processes, a recommendation to create a new job role, onboarding a third party to fill a skills / knowledge gap within the organisation or briefing in a new initiative for discovery on our product roadmaps.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Measure and report to stakeholders on the success of the implementation in a data based way. Ensuring learnings are documented for future reference.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">As a key member of the Customer Experience Team, you’ll also need to have or be keen to develop a strong understanding of what the other customer teams do (CRM, Customer Support and the experience delivered by our Delivery Specialists) so you can help consolidate Customer Experience plans on major projects and represent the team where required at cross functional meetings.</span></li> </ul> <h2><strong>We’re looking for some with:</strong></h2> <ul> <li style="font-weight:400;"><span style="font-weight:400;">Strong passion and empathy for the customer.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Excellent analytical skills, with the ability to piece together disparate data from a variety of sources and distil into actionable recommendations.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Proven project management skills, managing complex projects across multiple teams, with the ability to form excellent relationships across the business.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Strong communication and presentation skills, with a proven track record in bringing people together to work towards a common objective.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Proven service design skills, with the ability to create complex customer journey mapping. </span></li> <li style="font-weight:400;"><span style="font-weight:400;">Commercially savvy, with a bias for action.</span></li> <li style="font-weight:400;"><span style="font-weight:400;">Comfortable working in a dynamic, fast paced environment.</span></li> </ul> <h2><strong>Benefits: </strong></h2> <p><span style="font-weight:400;">Wherever you work at Cazoo, you’ll have what you need to be at your best. Our rewards, benefits, and initiatives have been created so you can make an impact on your career, your colleagues, our customers and the communities we are a part of.</span></p> <p><span style="font-weight:400;">Along with a competitive salary, we offer an outstanding benefits package, including annual bonus and </span><span style="font-weight:400;">25 days</span><span style="font-weight:400;"> holiday (plus an extra day for your birthday). At Cazoo we are passionate about well being as such we provide an annual wellness fund and are partnered with a leading healthcare provider. We also offer up to 5% salary matched pension schemes, along with life insurance and critical illness cover.</span></p> <h2><strong>Useful information</strong></h2> <p><span style="font-weight:400;">Our selection process will typically involve an initial chat with one of our recruitment team followed by a selection of competency based interviews with stakeholders and the hiring manager.</span></p> <p><span style="font-weight:400;">We know that diverse teams make better teams and we are an equal opportunity employer who values diversity and inclusivity. We do not discriminate on the basis of gender, race, age, sexual orientation, colour, religion, national origin, disability status or marital status.</span></p> <p> </p>
Cazoo is an equal opportunity employer.
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