Customer Experience Manager

1 month ago


Redditch, Worcestershire, United Kingdom Elliott Recruitment Solutions Limited Full time
Senior Customer Experience Manager

£60k - £70k DOE

Redditch, with potential for hybrid working

We are seeking a strategic Senior Customer Experience Manager to lead the optimisation and homogenisation of our clients end-to-end customer journey. You will be instrumental in driving quality assurance and compliance initiatives, fostering a customer-centric culture across the organisation.

Key Responsibilities:
  • Customer Journey Oversight:Analyse and map the entire customer journey, identifying key touchpoints and opportunities for enhancement to ensure a consistent and high-quality experience
  • Optimisation Initiatives:Develop and implement strategies to optimise customer interactions, leveraging customer feedback and data analytics to inform decision-making (e.g., Trustpilot, Google reviews, Complaints, etc.)
  • Quality Assurance:Establish and maintain quality assurance protocols to monitor and evaluate customer service performance, ensuring adherence to company standards, best practices, and regulatory compliance
  • Compliance Management:Ensure that all 'customer experience' processes comply with relevant laws, regulations, and industry standards, implementing necessary changes to maintain compliance (e.g., GDPR, etc.)
  • Cross-Functional Collaboration:Liaise effectively with board directors and cross-functional teams, including Sales & Marketing, Customer Services and Field Operations, to align efforts and improve customer service / satisfaction levels
  • Customer Insights:Gather and analyse customer feedback, behaviour and satisfaction metrics to inform continuous improvement efforts and drive innovation in customer experience
  • Training and Development:Design and deliver training programs for staff to enhance customer service skills, compliance awareness and promote a culture of excellence in customer care
  • Reporting and Analysis:Prepare and present regular reports on customer experience metrics, insights and trends to the CEO and other board members, making recommendations for strategic improvements.
  • Customer Advocacy:Act as the voice of the customer within the organisation, championing their needs and concerns to ensure they are prioritised in business decisions
Requirements:
  • Excellent communication and interpersonal skills, with the ability to influence and collaborate across all levels of the organisation, including senior leadership
  • 3+ years of experience in customer experience management, with a proven track record of optimising customer journeys, ideally within construction or home adaptations
  • Experience with regulatory compliance preferred (e.g., GDPR, etc.)
  • Strong analytical skills with experience in data analysis and performance metrics
  • Strong problem-solving abilities and attention to detail
  • Proactive and solutions-oriented mindset

This is a fantastic opportunity to join a market leader in their field as part of a dynamic team dedicated to enhancing customer experiences. You will have the opportunity to make a significant impact on the customer journey and company success.

My client offers a competitive salary (based on experience) and benefits package, along with opportunities for professional growth.

If you are a strategic thinker with a passion for customer experience, compliance, and quality assurance, we would love to hear from you

Apply now to join this growing organisation as they strive to elevate the customer experience to new heights.



  • Redditch, Worcestershire, United Kingdom Sainsbury's Full time

    About the RoleWe are seeking a Customer Experience Manager to join our team at Sainsbury's. As a Customer Experience Manager, you will be responsible for leading and developing a team of customer-facing staff to deliver excellent customer service and drive sales growth.Key Responsibilities:Lead and manage a team of customer-facing staff to deliver excellent...


  • Redditch, Worcestershire, United Kingdom Elliott Recruitment Solutions Limited Full time

    Senior Customer Experience Manager£60k - £70k DOERedditch, with potential for hybrid workingWe are seeking a passionate and strategic Senior Customer Experience Manager to lead the optimisation and homogenisation of our clients end-to-end customer journey. You will be instrumental in driving quality assurance and compliance initiatives, fostering a...


  • Redditch, Worcestershire, United Kingdom Sainsbury's Supermarkets Ltd Full time

    Customer Experience Manager Job Summary:As a Customer Experience Manager at Sainsbury's Supermarkets Ltd, you will be responsible for delivering exceptional customer experiences across our stores. You will lead a medium to large in-store team, focusing on operational management, team development, and customer satisfaction.Key Responsibilities:Support the...


  • Redditch, Worcestershire, United Kingdom Elliott Recruitment Solutions Limited Full time

    Customer Experience StrategistWe are seeking a seasoned Customer Experience Strategist to lead the optimisation and homogenisation of our clients end-to-end customer journey. You will be instrumental in driving quality assurance and compliance initiatives, fostering a customer-centric culture across the organisation.Customer Journey Oversight:Analyse and map...


  • Redditch, Worcestershire, United Kingdom Elliott Recruitment Solutions Limited Full time

    Senior Customer Experience Manager£60k - £70k DOERedditch, with potential for hybrid workingWe are seeking a highly strategic and experienced Senior Customer Experience Manager to lead the optimisation and homogenisation of our clients end-to-end customer journey. You will be instrumental in driving quality assurance and compliance initiatives, fostering a...


  • Redditch, Worcestershire, United Kingdom Pertemps Bond Full time

    Job OverviewWe are seeking a highly motivated and customer-focused Customer Service Experience Coordinator to join our team at Pertemps Bond in Redditch.About the RoleThis is an exciting opportunity for a confident and proactive individual to take on a challenging role, ensuring exceptional customer experience throughout the installation process. Key...


  • Redditch, Worcestershire, United Kingdom Mindful Chef Full time

    About the RoleWe are seeking a highly motivated and experienced Customer Care Team Leader to join our dynamic team at Mindful Chef. As a key member of our Customer Care team, you will be responsible for leading a team of customer service representatives, ensuring that they deliver world-class customer care via phone, email, and chat.Key Responsibilities:Lead...


  • Redditch, Worcestershire, United Kingdom Eligo Recruitment Ltd Full time

    Customer Retention Manager **Job Summary:** We are seeking a highly skilled Customer Retention Manager to join our team at Eligo Recruitment Ltd. As a key member of our recruitment team, you will play a pivotal role in developing and executing our customer loyalty program. **Key Responsibilities:** * Develop and manage loyalty initiatives, including our...


  • Redditch, Worcestershire, United Kingdom Eligo Recruitment Ltd Full time

    Customer Retention Manager **Job Summary:** We are seeking a highly skilled Customer Retention Manager to join our team at Eligo Recruitment Ltd. As a key member of our recruitment team, you will play a pivotal role in developing and executing our customer loyalty program. **Key Responsibilities:** * Develop and manage loyalty initiatives, including our...


  • Redditch, Worcestershire, United Kingdom Halfords Full time

    About HalfordsWe are a leading specialist retailer dedicated to providing an integrated, unique, and convenient service experience for our customers.Our mission is to inspire and support a lifetime of motoring and cycling. We achieve this through customer-driven innovation and a distinct product range that meets the needs of our customers.About the RoleThe...


  • Redditch, Worcestershire, United Kingdom Mindful Chef Full time

    About the RoleAt Mindful Chef, we are looking for a skilled Customer Care Team Leader to join our team. As a Customer Care Team Leader, you will lead a high-performing team to deliver world-class customer care via phone, email, and chat. You will be responsible for resolving complex customer issues, identifying and implementing process improvements, and...


  • Redditch, Worcestershire, United Kingdom Sika AG Full time

    Customer Service Administrator RoleWe're seeking a skilled Customer Service Administrator to join our team at Sika AG. As a key member of our Customer Services team, you'll play a vital role in delivering exceptional customer experiences aligned with our company's principles and values.Key Responsibilities:Manage customer expectations proactively via...


  • Redditch, Worcestershire, United Kingdom UFI Filters Group Full time

    Job DescriptionTo reinforce our Customer Service Department, we are seeking a skilled Customer Service Representative to work in Redditch, UK. This role will focus on satisfying customer needs by managing and delivering orders and services. The ideal candidate will collaborate with the UK Sales Team and the UK Warehouse to ensure traceability of customer...


  • Redditch, Worcestershire, United Kingdom UFI Filters Group Full time

    Job DescriptionTo reinforce our Customer Service Department, we are seeking a highly skilled Customer Service Specialist to join our team in Redditch, UK. This role will focus on satisfying customer needs by managing and delivering orders and services, while collaborating with the UK Sales Team and the UK Warehouse to ensure traceability of customer orders...


  • Redditch, Worcestershire, United Kingdom UFI Filters Group Full time

    Job DescriptionTo reinforce our Customer Service Department, we are seeking a highly skilled Customer Service Specialist to join our team in Redditch, UK. This role will focus on satisfying customer needs by managing and delivering orders and services, while collaborating with the UK Sales Team and the UK Warehouse to ensure traceability of customer orders...


  • Redditch, Worcestershire, United Kingdom Pertemps Bond Full time

    Customer Service CoordinatorOur client, a successful and well-established company, is seeking a confident and positive Customer Service Coordinator to join their dedicated team. The ideal candidate will have customer service, coordination, or account management experience and be able to work under pressure to meet deadlines and targets.Key duties...


  • Redditch, Worcestershire, United Kingdom beBee Professionals Full time £20,000 - £25,000

    We are seeking a highly motivated and customer-focused Sales Assistant to join our retail team in Redditch, United Kingdom. As a Sales Assistant, you will play a key role in delivering exceptional customer service and supporting the store's day-to-day operations.Key Responsibilities:Provide excellent customer service and assist customers with product...


  • Redditch, Worcestershire, United Kingdom beBee Professionals Full time £20,000 - £25,000

    We are seeking a highly motivated and customer-focused Sales Assistant to join our retail team in Redditch, United Kingdom. As a Sales Assistant, you will play a key role in delivering exceptional customer service and supporting the store's day-to-day operations.Key Responsibilities:Provide excellent customer service and assist customers with product...


  • Redditch, Worcestershire, United Kingdom Pertemps Bond Full time

    We are seeking a talented Customer Service Coordinator to join our team at Pertemps Bond.The successful candidate will have excellent communication skills and a caring approach to customer service. They will be responsible for making daily outbound calls to customers, receiving phone calls, and liaising with project managers to ensure work is completed on...

  • Sales Associate

    4 weeks ago


    Redditch, Worcestershire, United Kingdom Frasers Group Full time

    Job Title: Sales Associate - Gaming ExperienceWe're seeking a Sales Associate to join our team at our busy gaming store. As a Sales Associate, you'll be responsible for delivering exceptional customer service, building relationships with our local gaming community, and providing expert gaming knowledge to our customers.Key Responsibilities:Deliver a high...