Description
Web Response Relationship Manager - Manchester - £600 pd
A leading retail bank requires a Senior Web Response/Digital Response Relationship Manager to work on a Divestment Programme based in Manchester.
The Role:
As Web response Manager you will develop, lead & execute the operational & strategic delivery of the Web Response Channel and the Bank's Web Response strategy. This will involve engagement of senior stakeholders within the Bank, and operationally leading a dynamic Customer Response Team that uses cutting-edge Digital technology. This team will lead the exciting development of the instant, predictive & intelligent virtual relationship management into key deliverables.
Deliverables for this role include:
- Driving both Revenue & Retention, ensuring the highest attention to Customer Needs & Customer Experience.
- Responsible for the development of the proactive & reactive Web Response strategy & execution of operational delivery that drives income generation & value creation through effortless execution of the Customer Experience across the bank's web chat sessions.
- Develop best practice in Web Response by driving the Customer Experience and measurable return on investment both from customer help & solution based activity.
- Through leadership of a team of 6 Team Leaders both on- & offshore across a multi-site operation be accountable for overall achievement of the Web Response function.
- Define strategies to increase customer satisfaction & first contact delivery through effective process management.
- Develop, Execute & Lead Strategy.
- Develop, refine & drive the strategy for Web Chat as part of a consolidated Virtual Relationship Management programme for the Bank.
- Be an expert in the analysis and evaluation of very complex data from multiple sources and ability to build solutions and automation that will develop and enhance the web response customer proposition, efficiency & colleague experience.
- Engage with the other senior leaders within Direct Channels Telephony and appropriate internal and external partners in order to assess, respond to and supply capacity to meet demand for development, service and supply in line with agreed plans.
The skills and background required include:
- Significant Web Response Relationship Management or Digital Relationship experience, from ideally the Retail or Financial Services Sectors.
- Strategic leadership experience gained in a results driven, commercial Digital/Online role at Leadership level in a complex, multi-site Retailer or large Consumer Markets Sector Organisation.
- Experience in large, multi-product web-based customer interaction across Helpdesks, specifically Web Chat/Messaging & emerging digital technologies that includes Secure Servicing methodologies.
- Extensive knowledge of digital communication processes and systems, and their impact on the customer experience.
- Strong operational knowledge and understanding, gained in a virtual online environment at a Leadership level.
- Significant regulatory experience in Digital/Online/Public Media and the legislation around Customer Interaction/Contact.
- Proven track record in managing successful quality and performance initiatives and understanding Contact Centre Specialist & Management behaviours
Randstad Technologies Ltd is acting as an Employment Business in relation to this vacancy.
Please submit your CV to be considered.
We will contact you within 72 hours if your skills are relevant to our client's requirement. EA Consulting Group is acting as an Employment Business for this role under the CEAEBR 2003.