Customer Experience Manager

Job content

Gumtreehas been championing re-commerce for over 20 years; a community classifieds platform where people can discover, buy, or sell second-hand goods and motors. You can also find listings for a huge range of jobs, properties to rent and buy, professional services, community events and much, much more. With more than 2 million live ads at any one time,it’s not surprising that more than 14 million people visit the site every month.

And at Motors.co.uk we are on an exciting journey to help our customers Search Less. Live More. We believe that car buying and selling should be straight-forward and enjoyable, not time-consuming, complicated or stressful. Our teams are building cutting edge technology by using the latest tools and data to transform the motor purchasing experience.

When you work at Gumtree and motors.co.uk, you help build new experiences for people. Whether by driving innovation, improving trust and safety across the customer journey, or through defining business objectives, you’ll contribute to an agile environment and support our ambitious and growing business.

About the role:

The role of Customer Experience (CX) Manager is focused on improving customer experience for all users of our UK platforms; Gumtree.com and Motors.co.uk.

By working closely with the UK Trust & Safety team and our outsourced partner, we’re looking for someone with extensive vendor management experience that can manage performance in a result & data driven environment. This role will also take responsibility for B2B customer support in our key commercial automotive vertical and represent our eBay Motors Group brand.

Responsibilities:

• Develop a deep understanding of Customer Experience Operations that can connect the dots between teams to identify areas for improvement, efficiency and teamwork.
• Develop vendor relationship and own the strategy around inhouse/outsourced operations.
• Design and continuously improve customer support processes.
• Own and improve customer satisfaction rates Understand drivers and be a strong advocate for the customer experience.
• Identify and prioritise initiatives that improve capacity, agents efficiency and increase automation.
• Drive goal setting and performance management, and run rhythm of the business reporting and monitoring of key performance metrics.
• Own or support ad-hoc strategic projects, requests and/or analysis, as needed.
• Drive key leadership meetings and facilitate alignment on key issues and opportunities; follow up on action items and progress.
• Development and implementation of new processes and procedures for effective and efficient team operations to ensure commercial success and customer satisfaction

Skills and experience required:

• Extensive experience in managing outsourced operations.
• Contact centre and content moderation experience.
• Proven partner management and influencing skills in a cross-functional environment Sophisticated analytical skills.
• Experience with Trust & Safety, Community Operations and Customer Service area is a plus
• Minimum 4+ years management experience in an operational or customer service role.
• Experience with the development and implementation of systems/tools utilised for Customer Service
• Experience with automation to improve quality and efficiency

What we offer:

• Meaningful work with diverse, international, highly skilled and passionate teams which give you the chance to make a difference in our customers’ lives.
• International career opportunities throughout Adevinta*.
• Competitive compensation, conference & education budget. We value your personal and professional development.
• A healthy work-life balance, i.e. part-time work, an additional paid parental leave time, flexible working hours including working from home options.
• A great atmosphere, open-minded company culture with several social team activities (online and offline).

Benefits:

Benefits are an essential part of your total compensation for the work you do every day. Whether you’re single, in a growing family, or nearing retirement, we offer a variety of comprehensive and competitive benefit programs to meet your needs.

Covid-19:

People and their health and well-being are our first priority. We continue to monitor local government guidance and partner closely with medical advisors to determine the safest and best next steps for everyone. As a result, most teams are working remotely, with a few teams able to collaborate in person with enhanced safety procedures. We will discuss the particular case for your region during the interview process. As a general rule, interviews will be completed remotely over video calls.