Senior Customer Experience Manager

4 days ago


Morecambe, United Kingdom Buzz Group Limited Full time

We're seeking a highly motivated Senior Customer Experience Manager to join our team at Buzz Group Limited in Morecambe. This is an exciting opportunity for someone who thrives in a fast-paced environment, working full time over 7 days a week. As a key member of our leadership team, you'll play a vital role in driving exceptional customer service and brand consistency across all touchpoints.

The Role

  • Assist the General/Deputy Manager in ensuring that our customer experience is consistently delivered at each point in the customer journey, exceeding customer expectations and driving loyalty through positive interactions.
  • Take responsibility for the overall Club performance in the absence of the General Manager or Deputy Manager, providing strategic guidance and support to ensure seamless operations.

Key Responsibilities:

  • Lead by example, demonstrating a relentless focus on customer service standards and attention to detail, ensuring all staff members are equipped to deliver exceptional experiences.
  • Collaborate with cross-functional teams to develop and implement initiatives that drive business growth, improve customer satisfaction, and increase employee engagement.
  • Analyse data and metrics to inform decision-making, identifying areas for improvement and opportunities to enhance the customer experience.
  • Maintain open communication channels, actively listening to feedback and concerns from customers and colleagues alike, using this insight to inform business decisions.

Benefits & Rewards:

  • A competitive salary up to £28,000 per annum, commensurate with experience, offering a rewarding package that recognises individual contributions to the business.
  • A comprehensive range of benefits, including Help@Hand – a wellbeing app for employees and their families, Thrive App – an NHS-approved mental wellbeing platform, and access to online courses through Buzz Learning.
  • Staff discount on bingo tickets, food, and soft drinks, as well as a Refer a Friend Scheme and Pension Scheme, demonstrating our commitment to supporting employees' personal and professional development.

About Us:

Buzz Group Limited is dedicated to delivering exceptional customer experiences, creating a culture of connection and community within our Clubs and beyond. We believe in empowering our people to thrive, investing in their skills and career aspirations while fostering a culture of innovation and collaboration.

To succeed in this role, you'll require:

  • Previous experience in managing a team in a face-to-face customer service environment, preferably within the leisure, gaming, hospitality, or retail sector.
  • Evidence of bringing business awareness to decision-making and understanding commercial drivers.
  • A strong focus on customer service, with excellent communication and interpersonal skills.


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