Customer Experience Manager

About the role

We are seeking a Customer Experience Manager to shape and deliver a customer‑first strategy for our client in Birmingham. You will own the end‑to‑end journey, drive improvements in satisfaction, loyalty and retention, and work closely with senior leaders to turn insight into action.

Key responsibilities

• Develop and implement a comprehensive customer experience strategy that measurably improves NPS, CSAT and retention.
• Lead the complaints handling process, ensuring fair investigation, timely resolution and compliance with legislation and GDPR.
• Analyse customer feedback, performance data and trends to identify improvement opportunities and produce regular reports for senior leadership.
• Champion a customer‑first culture across departments, delivering training and coaching to managers and staff.
• Collaborate with operational teams to address root causes of issues and implement preventative actions.

Required profile

• Proven experience in managing customer experience, complaints or insight functions, preferably in a senior role.
• Strong analytical mindset with ability to translate data into actionable recommendations.
• Excellent stakeholder management and communication skills.
• Knowledge of relevant legislation, regulatory standards and GDPR.

Required skills

What we offer

• Competitive salary £35,000‑£42,000 per annum.
• Full‑time permanent contract.
• Opportunity to influence strategy and drive measurable change.
• Dynamic team environment in Birmingham.