Customer Experience Manager

Job Description


Customer Experience Manager 28,290 - 32,779 + benefits including 33 days holiday (incl. bank holidays) + pension + free on-site gym membership. Full time or part-time.



This is a newly created role working for Southmead Development Trust, a thriving community charity, based in Bristol (BS10). The successful Customer Experience Manager will be responsible for maximising and diversifying the use of all Trust services and spaces.

You will enjoy the scope to be creative and make the role your own, leading the front of house team in enhancing the customer experience, delivering and hosting events to engage and benefit the community, identifying and developing growth opportunities and networking and building strong relationships with new and existing customers. While this role is about increasing and diversifying the use of services it is more about ideas, events, networking and relationship building than sales.

And of course, providing the best level of customer experience. The successful candidate therefore may have worked in the service industry as a Customer Experience Manager, a Customer Service Manager, an Events Manager, a Front of House Manager, a Gym Manager, a Hospitality Manager or similar. Working hours:
We are happy to consider candidates on either a full-time or part-time basis (20-37 hours per week). As the Centre is also open evenings and weekends some flexibility to sometimes work outside of standard office hours is necessary.

The Charity:
Southmead Development Trust is a charity made up of staff, volunteers and residents, working together to achieve a thriving community, improving health, wellbeing, local pride, and employment and bringing business and investment to the area. Their three sites (Greenway Centre, Southmead Youth Centre and Southmead Adventure Playground) are much-loved local venues that provide inspiring spaces for a wide variety of experiences, including sporting events, local groups, pantomimes, dance and creative writing classes, festivals, parties, conferences, training, meeting rooms, office space and much more.

Customers enjoy a fun, welcoming community with a large caf and newly refurbished gym. However, so much more can be done to maximise and continually diversify the use of these spaces, so the Customer Experience Manager role has been created to make even more difference.

Customer Experience Manager,

Responsibilities include:
* Increase utilisation rates / occupancy across all trust spaces and sites, targeting both business and community groups and increasing weekend and evening use.
* Coordinate the events programme, support colleagues and the community with running events and work to continuously diversify the use of the spaces.
* Manage, lead and develop the front of house team, providing exceptional service and customer experience, ensuring all visitors feel welcomed, valued and are fully aware of all services and offerings.
* Work with colleagues to bring all spaces and services into one flexible offering, increasing awareness and opportunities to cross sell to new and existing customers
* Work with the Marketing and Communications team to promote all spaces and services, devising marketing campaigns aimed at increasing awareness and generating new business.
* Work with finance and operations to set the sales strategy including pricing, re-purposing spaces etc.
* Develop and oversee the new flexible workspace offering
* Develop the community of tenants and customers on site, coordinating networking events for small business/community enterprise etc.
* Fully utilise the customer experience software and customer database to maximise business opportunities and produce and distribute customer facing communications via the CRM
* Build positive, strong, professional and personable relationships with all individual customers and organisations, identifying opportunities that contribute to the organisations social impact, customer satisfaction and financial income goals. The successful Customer Experience Manager will be aligned to Southmead Development Trusts values of positivity, integrity, excellence, welcoming and entrepreneurial. They will also have the following Skills and


* 3 years + customer service experience, delivering an exceptional customer experience in the service industry, possibly gained in hospitality, leisure, events or professional services, working as a Customer Experience Manager, a Customer Service Manager, an Events Manager, a Front of House Manager, a Gym Manager, a Hospitality Manager or similar.
* Leadership skills, the ability to develop staff and positively manage change
* Creative and ideas driven, with experience of implementing change and improving processes
* Excellent inter-personal skills with the ability to relate to and build strong relationships with a wide variety of stakeholders.
* A proven track record of business development (growth is likely to come through ideas, events and building relationships, internally and externally, rather than selling)
* Creative with high levels of initiative and the flexibility required to work successfully in a small and fast paced team. Dawn OShea is recruiting the Customer Experience Manager (Customer Experience Manager, Customer Service Manager, Events Manager, Front of House Manage, a Gym Manager, a Hospitality Manager or similar) directly on behalf of Southmead Development Trust so NO AGENCIES PLEASE. If your CV is short-listed, you will be contacted within 14 days to discuss your application in more detail

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