Customer Experience Manager

As a Customer Experience & Social Media Manager you will lead a team of Customer Experience and Specialists and partner with key business leaders to ensure improvement in compliance and drive a Customer First focus. Responsible for ensuring all Latitude products within the Customer Service Department meet the businesses policies, procedures and regulatory compliance requirements from a Voice & Digital perspective. You will be responsible for ensuring that our Social Media community and presence maintain market leading engagement and community guidelines across all Social Media channels, including but not limited to Facebook, Instagram, Product Reviews and Tik Tok. Proactive in helping to define and implement Latitudes Social Media strategy targeting all aspects of growing the community and driving positive engagement across platforms. This includes the development of new content to drive digital adoption. This role will play an integral part in redefining our social media customer support space and making it an engaging and positive place for our customers to interact, pushing the boundaries of best practice. Key Responsibilities/Accountabilities Oversees the day-to-day functions of the Customer Experience & Social MediaTeam. Ensures deadlines are met for Customer Service voice and digital evaluations in accordance with the Line 1 Framework for the Customer Service Department to ensure all audits meet our regulatory requirements and strategic KPIs and are delivered within business timeframes. Responsible for Developing, managing and producing reporting needs as required by key stakeholders focused on performance, cultural, CX, Social and behavioural trends. Help develop and implement a clearly defined Social Media Customer Service strategy across multiple channels Grow social media communities and customer advocacy, focusing on increasing positive engagement on posts. Provide engaging text, image and video content for social media accounts to help drive digital adoption. Oversight and respond to comments and customer queries in a timely manner Identify and provide regular reporting as required, including insights and trends to the Customer Service network relating to compliance and customer experience interactions to raise awareness and drive improvement opportunities. Responsible for managing and maintaining “satisfactory” key control risk ratings for the Customer Service Department Maintain a thorough understanding of our legislation, products, platforms, systems and processes. Qualifications / Requirements Previous experience working in a fast-paced customer facing environment. Proven ability to gather information and provide feedback effectively to improve performance. Understanding of how risks relate to business processes and the business ‘risk and control’ environment. Good teamwork, internal stakeholder management skills and the ability to work with a variety of people. Have a strong understanding of internal policies, processes and guidelines used within the Customer Service Department. Ability to analyse data, experience trends and design/create executive reports. Strategic mindset, with a focus on long-term customer experience uplifts and target setting. Strong written and verbal communinication skills. Experience in process improvement leadership with proven, quantifiable results Strong affinity with the customer and a “customer first” orientation Ability to manage a high workload with competing priorities A very high level of personal drive and motivation A dynamic but measured personality with excellent presentation and influencing skills. Sometimes the best candidates don’t have 100% of what is listed above, but if you have most and are confident, you’d be a good fit, we’d love to hear from you! Sound like you? That's a good sign! In return for your energy and ideas, we offer a flexible working environment and great compensation. We always support a safe, healthy, engaging, and productive working environment for all employees and workers, whether that be in your home and office, or a combination of both. We make it possible – for our customers, our partners, and our people. We believe doing great work starts with feeling supported. Our values, take ownership , pursue excellence , win together , and create tomorrow , aren't just words. They show up in how we work, how we lead, and how we look after our team. We make it possible… to spend more time with your loved ones – with an extra week of paid leave each year through our Take 5 initiative. to balance work and life – with a hybrid working model, giving you the flexibility to work from home while connecting in the office. to put your wellbeing first – with Sonder , a 24/7 support app for mental and physical wellness. to access great financial benefits – with discounts on Latitude products and services. When our people thrive, everything else follows. Successful applicants will be required to complete a background check (including criminal history and bankruptcy check) prior to commencement of employment.