Customer Experience Performance and Planning Lead

2 weeks ago


Manchester, United Kingdom Roman Health Pharmacy LLC Full time

Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive.
At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. We support our people to do the best work of their lives so that they can help small businesses succeed through better tools, information and connections. The customer is the heart and soul of Xero and our Customer Experience Team plays a critical role in driving advocacy for Xero through delivering beautiful experiences every time.
As a company Xero is fiercely customer-centric and we are really proud of our unique customer support model that gives millions of Xero customers a #beautiful and #human experience.
As a Customer Experience People Lead, you will be responsible for leading a group of Customer Experience Specialists and Seniors who are passionate about providing these exceptional experiences for both the customer and Xero. This leadership role participates as a member of the global Customer Experience leadership team together with being a key member of the Regional Customer Experience leadership team. You will play an active role in contributing towards and executing against the Customer Experience (CX) strategy, objectives and key results.A degree of flexibility will be required to work outside the working hours to accommodate these global projects.
We're looking for two Customer Experience People Leads to lead our CX team. Our CX team works in shift patterns and work from the office at least 3 days per week. The shifts across our CX team varies from 9AM to 8PM, so you'll be able to build meaningful connections with your team and work together to support our customers.
Lead a high performance culture in your teams, celebrating success and proactively managing underperformance in a meaningful way
Ensure your teams are delivering on the workforce planning requirements in our global operating plan, including Specialist availability, leave management, and productivity goals
Attract, recruit and retain capable individuals, building on and complementing the diversity of our team.
Experience in accounting and/or small business is a bonus
Experience in all aspects of people management including performance management, professional skills development, coaching and career progression of the team
Excellent organisation and time management skills
Why Xero?
Offering very generous paid leave to use however you’d like (plus statutory holidays), dedicated paid leave to care for your physical and mental wellbeing as well as an Employee Assistance Program to access mental health care for you and your family, private medical insurance, gym passes, employee resource groups, 26 weeks of paid parental leave for primary caregivers, an Employee Share Plan, beautiful offices, flexible working, and many other benefits that reflect our human value, you’ll do the best work of your life at Xero.
Research has shown that women and underrepresented groups are less likely to apply to jobs unless they meet every single competency or experience . You could be just the right person for this role and Xero.



  • Manchester, United Kingdom Music Tribe Commercial MY Sdn. Bhd. Full time

    Transformational Customer Support Leader Full-time Join Turbosound, the vanguard of sound reinforcement, and become a part of our mission to revolutionise the industry with an unwavering commitment to pure audio fidelity. As a Transformational Customer Support Leader, you will spearhead the strategy and implementation of customer support and brand...


  • Manchester, United Kingdom Music Tribe Commercial MY Sdn. Bhd. Full time

    Transformational Customer Support Leader Full-time Join Turbosound, the vanguard of sound reinforcement, and become a part of our mission to revolutionise the industry with an unwavering commitment to pure audio fidelity. As a Transformational Customer Support Leader, you will spearhead the strategy and implementation of customer support and brand...


  • Manchester, United Kingdom The Crystal Maze Live Experience LONDON Full time

    As **Performer** for The Crystal Maze Live Experience Manchester, you will deliver shows and performances across the attraction in line with the exceptionally high theatrical performance standards expected. The primary role of a **Performer** is to participate in, motivate and deliver impeccable performances, whilst ensuring they maintain the highest levels...


  • Manchester, United Kingdom Roman Health Pharmacy LLC Full time

    Xero is a beautiful, easy-to-use platform that helps small businesses and their accounting and bookkeeping advisors grow and thrive. At Xero, our purpose is to make life better for people in small business, their advisors, and communities around the world. This purpose sits at the centre of everything we do. We support our people to do the best work of...

  • Performance Lead

    1 week ago


    Sale, Greater Manchester, United Kingdom London and Quadrant Housing Trust Full time

    Programme Partnering & Performance Lead (Hybrid) Please make an application promptly if you are a good match for this role due to high levels of interest. An exciting opportunity has become available within the Major Works Programme, Partnering & Performance Team for someone to help support the new Major Works Investment Programme achieve its ambitious...


  • Manchester, United Kingdom The Crystal Maze LIVE Experience MANCHESTER Full time

    As **Performer** for The Crystal Maze Live Experience Manchester, you will deliver shows and performances across the attraction in line with the exceptionally high theatrical performance standards expected. The primary role of a **Performer** is to participate in, motivate and deliver impeccable performances, whilst ensuring they maintain the highest levels...


  • Manchester, United Kingdom M5 Experience Ltd Full time

    Customer Service Assistant - Manchester, Deansgate Based Are you someone who loves to engage with people? Do you have customer facing experience but you're tired of retail and hospitality environments? A desk-job doesn't excite you? We have the perfect opening for you! At M5 Experience in Manchester we are an independent sales agency specialising in...

  • Customer Experience

    2 weeks ago


    Manchester, United Kingdom Page Personnel Secretarial & Business Support Full time

    This role requires you to provide an amazing customer service experience by performing consistently with the highest level of quality and exceed customer expectations to deliver exceptional value. **Client Details** Our client, based in Manchester, is a market leading manufacturing and production business. Due to continue growth, they have a new position...


  • Greater Manchester, United Kingdom Page Personnel Sales Full time

    About Our Client Our client is a prominent player within their sector. Boasting a robust workforce, they are committed to delivering high-quality services to millions of customers across the UK. The company is based in Manchester and is known for its dedication to sustainability and innovation in its operations. Job Description This role would suit...


  • Manchester, United Kingdom Harnham Full time

    INFO - SALARY: - £60000 - £75000 LOCATION Manchester - JOB TYPE - Permanent **CUSTOMER EXPERIENCE INSIGHT LEAD (QUAL)** **£60,000 - £75,000** **UK REMOTE-FIRST** Are you a CX leader with a passion for driving meaningful change through insights? Harnham is collaborating with a well-known client-side organisation, seeking a dynamic individual to...


  • Sale, Greater Manchester, United Kingdom London and Quadrant Housing Trust Full time

    Programme Partnering & Performance Lead Contract Type: Permanent Full time National office Sale Point, Manchester. Agile, Office based 20-40% Salary: £34,904 to £40,000 depending on experience 31,250 to £36,346 depending on experience An exciting opportunity has become available within the Major Works Programme, Partnering & Performance Team for someone...

  • Customer Success Lead

    4 weeks ago


    Manchester, United Kingdom Matched Group Full time

    **Customer Success Lead** **Basic £60,000 - £70,000 + Bonus + benefits** Company: SaaS business experience huge growth Why: 40% growth YOY business - Are you and experienced Customer Success Manager / Lead? - Have you worked in a SaaS sales environment? We are currently working with a leading NW based SaaS company that have been experiencing consistent...

  • Senior Manager

    2 weeks ago


    Manchester, United Kingdom Basketball England Full time

    Job Title: Senior Manager - League, Competition & Member Services The post holder must however be available to travel to Manchester on a regular basis, at least once per week 5 hours – occasional travel & out of office hours and weekend work maybe required. Contract: Permanent Set the approach for delivering, implementing and reviewing our leagues...


  • Manchester, United Kingdom M5 Experience Ltd Full time

    **Customer Service Representative - Manchester, Deansgate Based** Marketing 5 is expanding rapidly, and we're looking for ambitious individuals who are ready to develop their careers in a dynamic, fast-paced environment. This is a great opportunity for someone who wants to start from the ground floor. - _**Are you someone who loves to engage with...


  • Manchester, United Kingdom SPACE NK Full time

    We are excited to be opening a Brand New Store in The Arndale Centre, Manchester! If you love beauty, you're in the right place. As the ultimate curator of over 100 of the most in-demand, highly innovative and boundary-pushing beauty brands, we are the go-to destination for worldwide beauty discovery. Together through our neighbourhood stores, online...


  • Manchester, United Kingdom One Manchester Full time

    **Customer Experience Manager** **Location: Manchester - Agile** **Salary: £56,310** **Hours: 35** **Full Time, Permanent** **Closing Date: Sunday 12th March 2023** **First stage interviews: Friday 24th March 2023** **Final interviews: Thursday 30th March 2023** One Manchester is an innovative provider of housing and community services. At One...

  • Vice President

    1 month ago


    Manchester, United Kingdom Metzger Search & Selection Ltd Full time

    Role Title: Vice President - Customer Experience Exceptional salary and structured benefits package Location: UK based with flexibility to travel internationally Our client is a global leader in the wholesale distribution market. They are looking to recruit a "world class" Vice President - Customer Experience, who will create an outstanding international...


  • Manchester, United Kingdom yolk recruitment Full time

    Growth Leader - Data Manipulation - Product Growth - Automation -Customer Experience - Manchester - Global Scope - £80 - £150k - Leading benefits package - Fully onsite role Yolk Recruitment are working with a leading Cyber Security organization to find a Business leader who wants to join an elite team of technology specialists using your Product and...


  • Manchester, United Kingdom Yolk Recruitment Ltd Full time

    Growth Leader - Data Manipulation - Product Growth - Automation -Customer Experience - Manchester - Global Scope - £80 - £150k - Leading benefits package - Fully onsite role Yolk Recruitment are working with a leading Cyber Security organization to find a Business leader who wants to join an elite team of technology specialists using your Product and...


  • Manchester, United Kingdom Hexagon Life Planning Services Ltd Full time

    Job description Overview: An exceptional opportunity awaits you at Hexagon Life Planning Services Ltd, a modern and forward thinking company with traditional values, experiencing rapid growth in the Manchester and Greater Manchester area. As a Will Writing & Estate Planning Advisor, you will play a pivotal role in providing bespoke advice to our clients on...