David Milburn

Customer Experience Manager @Trespass

Glasgow, GB

Develop and implement customer service strategies to drive customer satisfaction, loyalty, and retention.Lead and mentor a team of customer service representatives to deliver exceptional service across all channels, including phone, email, chat, and social media.Establish and maintain service level agreements (SLAs) to ensure timely and efficient resolution of customer inquiries, issues, and complaints.Monitor customer feedback and satisfaction metrics, analyse trends, and identify areas for improvement.Collaborate with cross-functional teams, including sales, marketing, and operations, to optimize the customer journey and drive revenue growth.Implement customer experience initiatives, such as loyalty programs, personalized recommendations, and post-purchase support, to enhance the overall customer experience.Develop and maintain customer service policies, procedures, and training programs to ensure consistency and quality standards.Stay current on industry trends, best practices, and emerging technologies related to customer service and customer experience.