Customer Experience Project Manager - Adventure Tour Operator

Farnborough, Hampshire, England
£25000.00 - £30000.00 per annum
24 Nov 2017
22 Dec 2017
Sarah Smith
Job function
Customer Service
Full Time
Contract Type

Customer Experience Project Manager - Adventure Tour Operator

Hampshire - uo tp £30k

Customer Experience Project Manager - Role Summary and Job Purpose:

Reporting to the Head of Governance and CR, the Customer Experience Project Manager is a proactive role responsible for ensuring that all customers receive the very best experience when interacting with the office, and ensuring that all business processes are optimised to support the provision of "a customer experience to be proud of"

Customer Experience Project Manager - Key Responsibilities:

  • Designing and implementing customer experience, customer documentation and process improvements across the business.
  • Ensuring processes and communications comply with relevant legislation with particular reference to GDPR (Data Protection) requirements.
  • Collecting and analysing management information relevant to the customer experience.
  • Producing a 'Customer Experience Dashboard', combining pre-tour, on-tour and post-tour feedback and survey results.
  • Using initiative to identify areas of weakness from collected data and liaising with key stakeholders to produce a formal recommendation for process improvement.
  • Management of process improvement projects from start to finish, ensuring success. Monitoring progress and reporting on the end results.
  • Ensuring that the change process in the business is optimised to ensure the very best customer experience. This will involve an end to end review of the process and making ongoing recommendations as to how the process can be continually improved.
  • Assisting with core functions of Customer Relations team, if and when required.

Don't keep a good thing to yourself
We grow our business through referrals, so please don't keep us to yourself. If you think we're doing a good job and know of someone who would benefit from our services, please pass on their name and number to me and I promise we will follow it up. Many thanks.

C&M Travel Recruitment is acting as an Employment Agency in relation to this vacancy. We are committed to equality of opportunity for all candidates. For more opportunities, please visit

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