Customer Experience Manager
Newcastle United
Permanent
Newcastle Upon Tyne
Competitive Salary
We are the heartbeat of the city. Come and be a part of a long and proud history where we strive to be the best in everything we do, on and off the pitch. Bringing the people and communities together, join the Newcastle United Family, as we embark on the next steps of our exciting journey.
About the role
We’re looking for a customer focussed individual to join our Supporter Services team where you will be responsible for managing the overall customer experience at Newcastle United, ensuring positive interactions aligned with the Club's values.
Putting our customers at the heart of everything we do you will implement strategies to promote a culture of excellence among public-facing staff, collaborating with operational venue teams for a consistent, high standard of service delivery.
You will lead continuous improvement by developing and implementing strategies to enhance customer interactions across various touchpoints and channels, utilising customer feedback, surveys, and data to identify pain points and improve the customer journey, creating a positive experience.
This will be embedded by rolling out Service Standards Training across all of our customer facing teams and establishing a governance framework to ensure roadmap delivery and adherence to new service KPIs.
Your impact
You will posses a degree or equivalent level industry experience gained in a senior customer service / experience role where ensuring a brilliant customer journey and high level of engagement was the forefront of organisational strategy and day to day operations.
Experience with customer service, software and tools are highly desirable, as is the ability to deliver customer success / engagement coaching and training at all levels to ensure a brilliant experience for those who engage with the Club.
About the team
Joining our Supporter Services team you will work closely with the Head of Supporter Services to ensure a brilliant customer experience across the Club.
Location
This role is based in Newcastle upon Tyne, with an expectation of working 3 days per week from the office. Please note, if you are not located in the Northeast and unable to relocate, we regret that we will not be able to progress your application.
Why choose us?
We’ve got a range of great benefits and rewards, from flexible ways of working, participation in our non-contractual employee bonus scheme, NUFC life assurance, free parking, discount at Shearers Bar and the Club Shop, Helping Hand – where you can access free GP appointments, Wellbeing Resources, Legal and Financial Support, pension contribution, free lunch and the best part, free tea and coffee. In addition, we run a salary sacrifice scheme which includes, tech, car, cycle to work and many more.
United As One
We’re committed to equality, diversity and inclusion and believe in equal opportunities for all. We recognise that the diversity of our people is one of our greatest strengths. We work together to reflect the communities we serve and to maintain an inclusive environment in which everyone can be their authentic self and is enabled to achieve their full potential.
Safeguarding
We’re committed to being a place where everyone is safe, heard, valued and able to thrive so we place high value on the safeguarding and welfare of everyone we engage with.
How to apply
To access the full job description for this role please click here.
Please apply as soon as possible as this vacancy may close early should we receive a high volume of suitable candidates.
Recruitment Agencies – please note that we do not accept unsolicited / speculative candidate details or applications. Any candidates supplied, unless formally requested, will be taken as a direct / free candidate.