Customer Experience Manager, Jobs, 7677

Customer Experience Manager - Glasgow

Dependant on Experience - Sales & Marketing - Sales
Ref: 7677 Date Posted: Monday 10 May 2021
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A brand new role has arisen in a leading Scottish retailer and Ecommerce business. The business has achieved tremendous growth in the last 3 years, growing 380%, with this growth trajectory expected to continue.

The business is excited to be recruiting for a driven and experienced Customer Experience Manager, to not only cultivate but to lead and develop the customer service team, enhancing and improving the overall customer experience, as the business embarks on a period of growth. The successful Manager will have experience in managing both online and offline Customer Service.

Analytical and proactive in nature, this individual will be required to shape and advance the customer service offering for the business.


The Role:

  • Manage, coach, and develop a team of over 20, comprised of team leaders and customer service advisors
  • Ensure that optimum performance is being delivered with a passion for continuous improvement and development.
  • Instrumental role in reviewing the customer journey and ensuring it is first class by delivering impeccable service through both physical and digital channels to meet customer’s needs, wants and solving issues by promoting this ethos throughout the team.
  • Design and implement processes and procedures to ensure the department operates under a model of ‘continuous improvement’ ensuring that change is at the forefront of improving the customer service operation and ultimately linking into other areas of the business.
  • Monitor live customer service data and analyze against KPI’s. 
  • Liaise, collaborate and build effective relationships with other department managers, in order to constantly evolve and improve customer experience
  • Working and communicating effectively with the Customer Service Team Leads ensuring day-to-day operations are seamless and efficient.
  • Deliver strong procedures, having a key focus on continual staff training and development within the team ensuring the highest level of productivity is produced.

What’s in it for you:

  • Competitive annual salary.
  • 30 days annual leave.
  • Excellent Working Conditions.
  • Full on-the-job training.
  • Access to a company pension scheme.


If this sounds like your next step, please apply below or get in touch with Brian. Due to the high volume of applications, only successful candidates will be contacted.