Customer Experience Executive

Location Manchester
Job Type Permanent
Salary Competitive
Reference 33719
A leading iGaming brand is looking for a Customer Experience Executive to focus on the day-to-day management of the voice of customer channels and sits within the digital marketing department. ** Hybrid from Manchester ** 

Responsibilities 

Fulfil engagement and response strategy across Voice of Customer (VOC) channels in line with core.

Deliver against agreed KPIs defined by the Customer Experience manager.

Day-to-day management of VOC/feedback channels
  • ;Trustpilot
  • Onsite surveys 
  • Outbound surveys
  •  App reviews 
  • Customer service feedback 
  • Net Promoter Score 
  • Customer Effort Score
Support A/B testing of customer journeys.

Implement session recordings for customer journeys. Communicate with relevant stakeholders across the business

The Candidate 
  • A successful candidate will have knowledge and experience using the voice of customer tools such as Trust Pilot, App reviews and Surveys.
  • Ideally, have an interest in the gambling industry. 
  • You get excited listening to customers and understanding friction points. 
  • Experience working with customer insights and experience 
  • Comfortable with Microsoft Office (including Word, PowerPoint and Excel) – strong excel and analytical skills preferred.
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