Customer Experience Manager

Customer Experience Manager Job Description Template

Our company is looking for a Customer Experience Manager to join our team.


  • Responsible for department recruitment and retention, as well as the management of staff changes;
  • Development of your team through communication, support and ownership of results supporting the delivery of an optimal Customer Experience;
  • Support the regular review of resources and costs across the Processing and After Sales teams;
  • Take clear ownership of the project and follow through to delivery;
  • Customer Activity – Ensuring that you follow up on any pre-arranged appointments and complete all administrative tasks as required;
  • Manage all credits requiring approval for Labels and Board;
  • Work with the QA/ Technical team to identify problematic areas in the process to offer preventive and corrective actions;
  • Identifying customer needs and translating into experiences and enablers for sales;
  • Implementing measurement structures, metrics and re-validation processes;
  • Working closely with internal teams to ensure full buy-in across the company;
  • Responsible for KPI delivery;
  • Continually look for ways to improve our customer experience journey, whether it be digitally, traditionally or something more innovate;
  • Data Reporting and Analysis;
  • To proactively liaise with all departments to ensure each complaint is investigated correctly and all corrective action suitable;
  • Working on specially assigned projects, as needed.


  • Extensive experience of stakeholder management;
  • Experience of identifying and implementing new ideas to improve customer experience processes and standards, ideally in a retail or service industry;
  • Excellent written and verbal communication;
  • Ability to adapt to a changing and sometimes challenging environment;
  • Confident decision maker;
  • Travel will be required therefore current, clean driving licence an advantage;
  • Excellent knowledge in contact channel development;
  • Leads by example, able to motivate and influence others, but also an effective delegator;
  • Proven working experience in a customer service environment;
  • Good knowledge in project management and project reporting;
  • Friendly, approachable and flexible – a team player;
  • Experience in either a fast growing or start up business would be highly desirable but not essential;
  • Ability to work under pressure and to tight deadlines;
  • Professional and impartial;
  • A sound understanding of Customer Experience.