909 Customer Experience Manager jobs in the United Kingdom

Customer Experience Manager

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Diptyque Paris

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Job Description

Client Experience Animation Events

  • Defining the CEX animation and event plans to support all product launches, KCPs, store openings, pop-ups, outposts, corporate events and all other marketing moments across all channels.
  • Sourcing, booking and purchasing of all required suppliers, supplies and tools to execute this plan within the budget defined by the Head Of Marketing.
  • Liaising with the Senior CRM Manager to arrange GWPs and invitations to the events.
  • Briefing the retail team ahead of the events.
  • Collaborating with the Senior CRM Manager and Digital Marketing Manager to brief landlords and wholesale partners on all activity and secure communication support of the events.
  • Uploading all relevant activities to the Diptyque website.
  • Working with the VM Manager on VM guidelines to ensure the required VM standards are met with the event set-up.
  • Maintaining internal calendars and administrative documents.
  • Setting event targets, gathering post-event data, feedback and photos, and analysing results and ROI.
  • Post-event qualitative and quantitative reporting to local market and HQ.
  • Attendance and hosting at some events will be required.
  • Any other tasks relating to the planning and execution of CEX events in all channels.

Client Workshops

  • Planning of the Maison London client workshop schedule, including both B2C and B2B corporate offerings.
  • Local adaptation of HQ workshop guidelines, and local concept creation for UK specific workshops and corporate workshops, in collaboration with the Training Manager.
  • Sourcing, booking and purchasing of all required suppliers, supplies and tools to execute the plan within the budget defined by the Head Of Marketing.
  • Liaising with the Senior CRM Manager to arrange GWPs/gifts for the workshops, and to ensure all workshops are uploaded into the Booxi booking system.
  • Briefing the retail team ahead of the workshops and providing/arranging any training required, in conjunction with the Training Manager.
  • Briefing the Digital Marketing Manager to create supporting paid social campaigns to drive workshop ticket purchases.
  • Working with the VM Manager on VM guidelines to ensure the required VM standards are met with the workshop set-up.
  • Maintaining internal calendars and administrative documents.
  • Gathering post-workshop data, feedback and photos, and analysing results and ROI.
  • Post-workshop qualitative and quantitative reporting to local market and HQ.
  • Ownership of the above tasks for all corporate and wholesale client workshops.
  • Attendance and hosting at some workshops will be required.
  • Any other tasks relating to the planning and execution of client workshops in all channels.

Other Duties

  • Local management of the client experience measurement programme, including planning, analysis and reporting; collaborating with the marketing, commercial and HR teams to create and execute action plans.
  • Forecasting of all POSM related to client experience.
  • Collaborating with the UK Marketing, Commercial and Corporate teams on all topics and activities that enrich client experience, both B2C and B2B.
  • Supporting the Training Manager with the implementation of new client services, and the maintaining of existing services, such as fragrance consultations, fragrance refill, engraving.
  • Shared day-to-day management of the Marketing Intern on all CEX-related tasks.
  • Attending monthly and fortnightly meetings with HQ.
  • Ad hoc reporting and presentations.
  • Team support of all UK marketing events, client or other.

Key Profile Requirements

  • Minimum of 5 years of experience in luxury retail client experience.
  • Experience planning and managing both small and large-scale events, including the budget.
  • Highly developed interpersonal, verbal, and written communication skills, including outstanding presentation skills.
  • Team player and client centric mindset.
  • Proactive, agile and flexible with innovative problem-solving skills.
  • Strong organisational skills and precise attention to detail.
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Customer Experience Manager

DE1 3BY Derby, East Midlands £45000 Annually WhatJobs

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full-time
Our client is looking for a strategic and customer-focused Customer Experience Manager to lead their efforts in enhancing customer satisfaction and loyalty. This is a fully remote position, allowing you to shape customer journeys and drive best practices from anywhere. You will be responsible for developing and implementing strategies that improve every touchpoint a customer has with the company, from initial contact through to ongoing support and retention. This involves analysing customer feedback, identifying pain points, and collaborating with various departments (sales, marketing, product, support) to implement impactful changes. The ideal candidate will have a deep understanding of customer journey mapping, CX metrics (NPS, CSAT), and best practices in customer service and engagement. You will be adept at using data to inform decisions, possess excellent communication and influencing skills, and be passionate about advocating for the customer. Your responsibilities will include managing customer feedback programs, developing training materials for front-line staff, and overseeing customer service initiatives. This role requires a proactive approach, strong leadership qualities, and the ability to drive change across an organisation in a remote setting. We are seeking an individual who is committed to delivering exceptional customer experiences and understands how to build long-term customer relationships.

Key Responsibilities:
  • Develop and execute a comprehensive customer experience strategy.
  • Map and analyse customer journeys to identify areas for improvement.
  • Implement initiatives to enhance customer satisfaction, loyalty, and retention.
  • Manage customer feedback collection and analysis systems (surveys, reviews, social media).
  • Collaborate with cross-functional teams to ensure a consistent and positive customer experience.
  • Develop and deliver training programs to customer-facing staff on CX best practices.
  • Monitor and report on key customer experience metrics (NPS, CSAT, CES).
  • Act as a champion for the customer within the organisation.
  • Identify and implement new technologies and tools to improve customer engagement.
  • Stay informed about industry trends and best practices in customer experience management.
Qualifications:
  • Bachelor's degree in Business, Marketing, Communications, or a related field.
  • Minimum of 5 years of experience in customer experience, customer service management, or a related field.
  • Proven experience in developing and implementing successful CX strategies.
  • Strong understanding of customer journey mapping, voice of the customer programs, and CX metrics.
  • Excellent analytical, problem-solving, and strategic thinking skills.
  • Exceptional communication, presentation, and interpersonal skills.
  • Proficiency in CX software and CRM systems.
  • Experience managing remote teams or working effectively in a remote environment.
  • Ability to influence stakeholders at all levels of the organisation.
  • A passion for delivering outstanding customer service.
Join a dynamic team dedicated to putting customers first, working remotely to serve clients in and around Derby, Derbyshire, UK .
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Customer Experience Manager

BN1 1YS East Sussex, South East £45000 Annually WhatJobs

Posted 1 day ago

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Job Description

full-time
Our client, a forward-thinking e-commerce business, is seeking a passionate and data-driven Customer Experience Manager to join their team, working entirely remotely from anywhere in the UK. This role is crucial in shaping and enhancing the overall customer journey, ensuring a consistently positive and memorable experience across all touchpoints. You will be responsible for developing and implementing customer experience strategies, analyzing customer feedback, identifying pain points, and driving initiatives to improve customer satisfaction, loyalty, and retention. Key responsibilities include mapping the customer journey, conducting user research, implementing CX technologies, collaborating with marketing, product, and support teams to align strategies, and measuring the impact of CX initiatives through relevant KPIs. A deep understanding of customer behaviour, digital marketing, CRM systems, and CX metrics is essential. The ideal candidate will possess strong analytical skills, a creative approach to problem-solving, and a proven ability to champion customer-centric initiatives within an organization. Excellent communication and stakeholder management skills are vital to effectively influence and collaborate across departments. You should be highly organized, self-motivated, and capable of working independently in a remote setting. This is an exceptional opportunity to take ownership of the customer experience strategy and drive significant improvements for a growing online brand.

Responsibilities:
  • Develop and execute a comprehensive customer experience strategy.
  • Map and analyze the customer journey to identify areas for improvement.
  • Collect and interpret customer feedback (surveys, reviews, support interactions).
  • Collaborate with cross-functional teams to implement CX enhancements.
  • Champion customer-centric initiatives throughout the organization.
  • Define and track key CX metrics (e.g., NPS, CSAT, CES).
  • Manage customer feedback platforms and tools.
  • Stay current with CX best practices and emerging trends.

Qualifications:
  • Bachelor's degree in Marketing, Business, or a related field.
  • Proven experience in Customer Experience (CX) management or a similar role.
  • Strong understanding of customer journey mapping and user research methodologies.
  • Proficiency with CX software and analytics tools.
  • Excellent analytical, problem-solving, and communication skills.
  • Demonstrated ability to influence stakeholders and drive change.
  • Experience in an e-commerce or digital business environment is preferred.
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Customer Experience Manager

LS1 1UR Leeds, Yorkshire and the Humber £45000 Annually WhatJobs

Posted 4 days ago

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Job Description

full-time
Our client is seeking a proactive and customer-centric Customer Experience Manager to join their team in **Leeds, West Yorkshire, UK**. This role is dedicated to enhancing the overall customer journey, ensuring exceptional service delivery across all touchpoints. You will be responsible for developing and implementing customer experience strategies, analyzing customer feedback, and identifying opportunities for improvement in processes and service quality. The Customer Experience Manager will lead a team of customer service professionals, providing guidance, training, and motivation to ensure high performance and customer satisfaction. Key duties include monitoring customer service metrics, resolving complex customer issues, and collaborating with other departments to foster a customer-first culture. The ideal candidate possesses a deep understanding of customer service best practices, strong leadership skills, and a passion for creating positive customer interactions. Excellent analytical and problem-solving abilities are essential. This position operates on a hybrid model, requiring a balance of working from the **Leeds** office for team collaboration, training, and strategic meetings, alongside remote work flexibility. You will play a crucial role in shaping customer loyalty and driving brand advocacy through superior service.

Responsibilities:
  • Develop and implement strategies to improve customer satisfaction and loyalty.
  • Manage and lead the customer service team, setting performance goals and providing coaching.
  • Analyze customer feedback, surveys, and metrics to identify trends and areas for improvement.
  • Oversee the resolution of escalated customer issues and complaints.
  • Collaborate with other departments to ensure a seamless customer experience.
  • Design and implement customer service training programs.
  • Monitor and report on key customer experience metrics (e.g., NPS, CSAT).
  • Champion a customer-centric culture throughout the organization.
  • Identify opportunities to leverage technology to enhance customer service.
  • Continuously evaluate and refine customer service processes and workflows.
Qualifications:
  • Proven experience in a customer experience or customer service management role.
  • Strong understanding of customer service principles and best practices.
  • Excellent leadership, team management, and coaching skills.
  • Proficiency in customer relationship management (CRM) software.
  • Strong analytical and problem-solving abilities.
  • Excellent communication, interpersonal, and conflict-resolution skills.
  • Experience with customer feedback tools and analysis.
  • Ability to work effectively in a hybrid work environment.
  • Bachelor's degree in Business Administration, Marketing, or a related field is preferred.
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Customer Experience Manager

RG1 2AA Reading, South East £45000 Annually WhatJobs

Posted 4 days ago

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Job Description

full-time
Our client, a fast-growing e-commerce business in Reading, Berkshire, UK , is looking for a strategic and results-driven Customer Experience Manager to lead their customer service operations. This is a fully remote position, offering the opportunity to shape customer interactions and drive loyalty from anywhere. You will be responsible for developing and implementing strategies that enhance the overall customer journey, ensuring unparalleled satisfaction and retention.

As the Customer Experience Manager, you will oversee all aspects of customer interaction across various touchpoints, including pre-sales inquiries, post-sales support, and feedback mechanisms. You will analyse customer data to identify pain points and opportunities for improvement, leading initiatives to optimize service delivery. This role requires a deep understanding of customer psychology, excellent analytical skills, and the ability to inspire and manage a remote customer support team. You will be instrumental in building a customer-centric culture throughout the organisation.

Key responsibilities include:
  • Developing and executing a comprehensive customer experience strategy aligned with business goals.
  • Managing the customer support team, providing guidance, training, and performance evaluations.
  • Monitoring key customer experience metrics (NPS, CSAT, churn rate) and identifying trends.
  • Implementing new customer service technologies and processes to improve efficiency and effectiveness.
  • Creating and maintaining customer support documentation, including FAQs, knowledge bases, and service level agreements.
  • Collaborating with marketing, sales, and product teams to ensure a seamless customer journey.
  • Handling escalated customer issues with professionalism and efficiency.
  • Gathering customer feedback through surveys, reviews, and direct communication to inform business decisions.
  • Championing a customer-centric approach across all departments.
  • Reporting on customer experience performance and recommending strategic improvements.
The ideal candidate will have a Bachelor's degree in Business, Marketing, or a related field, with a minimum of 5 years of experience in customer service management, customer experience, or a similar role. Proven experience in managing remote teams is essential. You should possess strong analytical and problem-solving skills, with a deep understanding of customer service software and CRM systems. Excellent communication, leadership, and interpersonal skills are critical for motivating a team and liaising with other departments. A passion for customer advocacy and a commitment to continuous improvement are paramount. Experience in the e-commerce sector is highly desirable. This role demands a proactive, strategic thinker who can drive positive change and foster long-term customer loyalty in a remote work environment.
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Customer Experience Manager

NG1 3HQ Nottingham, East Midlands £40000 Annually WhatJobs

Posted 9 days ago

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Job Description

full-time
Our client is seeking a highly motivated and customer-centric Customer Experience Manager to lead their support operations in Nottingham, Nottinghamshire, UK . This role is crucial in shaping and delivering an exceptional customer journey across all touchpoints. The successful candidate will be responsible for developing and implementing strategies to enhance customer satisfaction, loyalty, and retention. You will manage a team of customer service professionals, driving performance and fostering a culture of service excellence.

Key responsibilities will include:
  • Designing and implementing customer experience strategies aligned with business objectives.
  • Managing the day-to-day operations of the customer service and helpdesk teams, ensuring efficient and effective support.
  • Monitoring customer feedback through various channels (surveys, reviews, direct interactions) and identifying areas for improvement.
  • Developing and maintaining customer service protocols, scripts, and knowledge bases.
  • Training, coaching, and motivating the customer support team to achieve key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores.
  • Collaborating with other departments (e.g., Sales, Marketing, Product Development) to ensure a seamless customer experience.
  • Analyzing customer data to identify trends, insights, and opportunities for service enhancement.
  • Resolving complex customer escalations and ensuring timely and satisfactory resolution.
  • Reporting on customer experience metrics and providing actionable insights to senior management.
The ideal candidate will have a proven track record in customer service management or customer experience roles, preferably within a fast-paced environment. Strong leadership and team management skills are essential, along with excellent communication, interpersonal, and problem-solving abilities. A deep understanding of customer relationship management (CRM) systems and customer support technologies is required. Experience in developing and implementing customer satisfaction measurement programs is a plus. This role requires a proactive approach and a passion for delivering outstanding customer service in Nottingham, Nottinghamshire, UK . A hybrid working arrangement is offered, blending office-based collaboration with remote flexibility.
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Customer Experience Manager

BS1 6DG Bristol, South West £38000 Annually WhatJobs

Posted 9 days ago

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Job Description

full-time
Our client is looking for an accomplished and customer-centric Customer Experience Manager to lead their support operations in Bristol, South West England, UK . This role is instrumental in shaping and delivering exceptional customer service across all touchpoints. You will be responsible for managing the customer service team, developing strategies to enhance customer satisfaction and loyalty, and ensuring efficient resolution of inquiries and issues. This position requires a strategic thinker with a passion for service excellence and a proven track record in team leadership and operational improvement.

Key Responsibilities:
  • Lead, mentor, and develop a team of customer service professionals, fostering a culture of high performance and continuous improvement.
  • Design and implement customer service strategies that align with business objectives and enhance overall customer satisfaction.
  • Oversee daily customer service operations, ensuring efficient handling of inquiries via phone, email, and chat.
  • Monitor key performance indicators (KPIs) such as response times, resolution rates, and customer satisfaction scores (CSAT).
  • Develop and maintain comprehensive knowledge bases and support documentation.
  • Identify trends and insights from customer feedback to drive service enhancements and product improvements.
  • Manage customer escalations, resolving complex issues with empathy and professionalism.
  • Collaborate with other departments (e.g., Sales, Product Development) to ensure a cohesive customer journey.
  • Implement and manage customer feedback mechanisms (e.g., surveys, reviews).
  • Stay abreast of industry best practices and emerging technologies in customer service.
  • Contribute to the development of training programs for new and existing team members.
Required Qualifications:
  • Demonstrable experience in a customer service management or team lead role.
  • Strong understanding of customer service principles and best practices.
  • Proven ability to lead, motivate, and manage a team effectively.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Experience with CRM systems and customer support software.
  • Ability to analyse data and generate actionable insights.
  • A proactive and results-oriented mindset with a focus on customer advocacy.
  • Bachelor's degree in Business Administration, Marketing, or a related field is advantageous.
  • Experience in the (Industry Sector - e.g., Tech/Retail/Finance) industry is a plus.
  • Adaptability to evolving customer needs and business priorities.
This hybrid role offers a fantastic opportunity to significantly impact customer satisfaction and loyalty within a forward-thinking organisation. If you are a passionate advocate for the customer and possess strong leadership capabilities, we want to hear from you.
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Customer Experience Manager

AB10 1AA Aberdeen, Scotland £45000 Annually WhatJobs

Posted 9 days ago

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Job Description

full-time
Our client is looking for a dedicated and proactive Customer Experience Manager to join their team in **Aberdeen, Scotland, UK**. This hybrid role offers a blend of in-office collaboration and remote flexibility. You will be instrumental in shaping and enhancing the overall customer journey, ensuring high levels of customer satisfaction and loyalty. Your primary focus will be on understanding customer needs, identifying pain points, and implementing strategies to improve service delivery and support.

Key Responsibilities:
  • Develop and implement customer experience strategies to drive satisfaction and retention.
  • Analyze customer feedback from various channels (surveys, reviews, direct interactions) to identify areas for improvement.
  • Design and map customer journeys, identifying key touchpoints and opportunities for enhancement.
  • Train and mentor customer service teams on best practices in customer interaction and problem resolution.
  • Collaborate with cross-functional teams (sales, product, marketing) to ensure a consistent and positive customer experience.
  • Develop and maintain customer service standards and protocols.
  • Manage customer escalations and ensure timely and effective resolution of complex issues.
  • Monitor key customer experience metrics (NPS, CSAT, CES) and report on performance.
  • Champion customer-centric initiatives throughout the organization.
  • Stay up-to-date with industry best practices and emerging trends in customer experience management.

The ideal candidate will have a minimum of 4 years of experience in customer service management or a related field. Strong analytical and problem-solving skills are essential, along with excellent communication and interpersonal abilities. Experience with CRM systems and customer feedback tools is a must. A passion for delivering exceptional customer service and a commitment to continuous improvement are crucial for success in this role.
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Customer Experience Manager

BS1 3BG Bristol, South West £45000 Annually WhatJobs

Posted 10 days ago

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Job Description

full-time
A leading provider of innovative technology solutions is looking for a dedicated and results-oriented Customer Experience Manager to lead their support operations in Bristol, South West England, UK . This role is central to ensuring exceptional customer satisfaction and loyalty by overseeing all aspects of customer service and the helpdesk function. You will be instrumental in shaping the customer journey, from initial contact through to resolution, ensuring a seamless and positive experience.

Responsibilities include:
  • Developing and implementing customer service strategies to enhance overall satisfaction and retention.
  • Managing and mentoring a team of customer service representatives and technical support specialists.
  • Establishing key performance indicators (KPIs) and monitoring team performance against these metrics.
  • Analyzing customer feedback and support data to identify areas for improvement.
  • Designing and optimizing support workflows and processes for maximum efficiency.
  • Ensuring timely and effective resolution of customer inquiries and technical issues.
  • Collaborating with product and sales teams to address customer needs and communicate insights.
  • Implementing customer service best practices and training programs.
  • Acting as a point of escalation for complex customer issues.
  • Maintaining up-to-date knowledge of company products and services.

The successful candidate will have a proven background in customer service management, with a strong understanding of helpdesk operations and CRM systems. Exceptional leadership, communication, and problem-solving skills are paramount. Experience in the technology sector is preferred. This role requires a commitment to on-site presence to foster team cohesion and provide direct leadership within the Bristol office.
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Customer Experience Manager

SW1A 0AA London, London £55000 Annually WhatJobs

Posted 11 days ago

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Job Description

full-time
Our client, a rapidly growing e-commerce business based in **London, England, UK**, is seeking an experienced and passionate Customer Experience Manager to lead their customer service operations. This is a hybrid role, requiring you to be present in the office for team collaboration and strategic planning, while offering flexibility for remote work. You will be instrumental in shaping and elevating the overall customer journey, ensuring exceptional service delivery across all touchpoints. Your core responsibilities will include developing and implementing customer service strategies, defining key performance indicators (KPIs) for the support team, and analyzing customer feedback to identify areas for improvement. You will manage, train, and motivate a team of customer service representatives, fostering a culture of empathy, efficiency, and problem-solving. This involves setting performance standards, conducting regular reviews, and providing ongoing coaching. You will also oversee the effective use of customer relationship management (CRM) systems and other support tools, ensuring seamless integration and data utilization. Collaboration with other departments, such as sales, marketing, and product development, will be essential to align customer experience initiatives with broader business objectives. The ideal candidate will possess a deep understanding of customer service best practices, excellent leadership and communication skills, and a proven ability to resolve complex customer issues. A background in managing customer service teams, preferably within the retail or e-commerce sector, is highly advantageous. You should be adept at using data to drive decisions and possess a genuine commitment to exceeding customer expectations. Join us to make a tangible difference in how customers interact with our brand and contribute to our continued success.
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