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Customer Experience Manager, London

Grainger Plc

Customer Experience Manager, London

Salary Not Specified

Grainger Plc, City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted 1 week ago, 15 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: 193dae9862a94992a65c889ebe35824a

Full Job Description

  • Responsible for implementing a best-in-class


    • Customer Experience within the Grainger
    operational teams.
  • Responsibility to develop insight capabilities


    • to monitor, analyse and report on all customer
    feedback across all channels and touchpoints
    within Grainger.
  • Measure and evaluate customer behaviors and


    • sentiments and develop and implement a
    roadmap of customer experience goals, to:
  • Act as the internal lead/focus for the customer


    • experience process and data ownership to drive
    engaging, efficient, and effective CX.
  • Develop insights and analytics from various


    • feedback sources on customer behaviour,
    satisfaction, loyalty, and advocacy.
  • Own the annual customer satisfaction survey


    • process, measuring and tracking the impact of
    initiatives using key customer metrics (NPS,
    retention, etc.).
  • Conduct customer insight and root cause


    • analytics to identify companywide pain points and
    facilitate the development and delivery of
    customer-centred improvements.
  • Develop and manage customer surveys,


    • feedback programs, and other tools to collect
    customer insights (building on what we already
    have).
  • Proactively identify and build business cases for


    • new opportunities to enhance processes and
    improve customer experience, loyalty, and
    advocacy.
  • Lead technology projects impacting customer


    • experience, implementing CX technology
    solutions and automation through the
    MyGrainger App
  • Collaborate closely with Data and Technology,


    • Marketing, Research, and Operational teams to
    integrate CX with business objectives., Commitment. We are committed to supporting
    and increasing diversity throughout the
    business and the wider industry and to making
    a positive social impact locally, and we
    encourage our colleagues to support in the
    implementation of our community
    programmes.
  • Grainger has an active colleague-led Diversity


    • and Inclusion Network, which is open to
    everyone, and provides a forum for raising
    awareness and promoting inclusion and
    engagement across the whole business. We
    also work in partnership with our industry to
    promote diversity in the real estate sector,
    through initiatives including Real Estate
    Balance and the British Property Federation's
    Diversity and Inclusion Champions Network.

  • Demonstrated commitment to customer


    • service, business improvement and operates
    to Grainger values.
  • Strong leadership skills


  • Solid customer orientation, core


    • understanding of the customer lifecycle and
    customer needs and how customer insight
    and customer strategy drives experience.
  • Breadth of functional experience across


    • customer journey mapping and customer
    experience
  • Solid experience and understanding of CRM


    • practices and solutions.
  • Outstanding interpersonal and written and


    • verbal communication skills including
  • Empathetic change enabler who thrives on


    • encouraging collaboration and maximising
    every opportunity.
  • Strong analytical and computer literacy skills

    These are exciting times for Grainger plc, an


    • award-winning FTSE250 property company.
    As the UK's largest listed residential landlord,
    we are leading the way in the UK private rented
    sector and build-to-rent sector. Over the next
    five years our business will double in size, from
    a £3.2bn portfolio of c.9,650 rental homes in
    operation today, we are adding c.6,800 homes
    through our £1.8bn development pipeline.
  • We operate in one of the most exciting and


    • newest property markets in the UK, the
    emerging build-to-rent sector. We build high
    quality homes for rent. Our buildings are
    serviced by our amazing Resident Services
    Teams, which come complete with additional
    amenities including lounge, gym and co-
    working space - creating a vibrant community
    for our residents.
  • With over 4.5m UK households renting, mostly


    • from small private landlords, the UK rental
    market landscape is changing, demand is
    increasing, and the number of professional,
    large-scale build-to-rent landlords is rising,
    raising standards for renters and putting
    Grainger front and centre in this growth market.
  • Grainger's business model is fully integrated -


    • we invest in land and new residential
    developments, we design and develop homes,
    and we operate them. This means we offer a
    wide range of opportunities for people looking
    to further their career in an industry leading
    business.
  • We are a socially positive business that puts


    • people at the heart. We are changing the way
    people rent in the UK by providing high quality
    homes and great service, all at mid-market
    prices. We are building homes where people
    want to live, creating spaces residents enjoy
    and making a positive impact on local
    communities.
  • Grainger's core purpose is 'Renting homes


    • and Enriching lives', backed by four values:

    o Every Home Matters
    o People at the Heart
    o Leading the Way
    o Exceeding Expectations.
  • We are also a leader in sustainability and ESG


    • and a FTSE4Good business and have
    committed to the World Green Building