Customer Experience Manager

About the role

We are partnering with a well‑established premium subscription business that is entering its next phase of growth. As the Customer Experience Manager you will inherit a fully documented Customer Experience Operating System and be responsible for implementing, refining and evolving it while leading a small team of Customer Experience Advisors.

Key responsibilities

• Lead, coach and develop a team of Customer Experience Advisors.
• Implement and continuously improve the Customer Experience Operating System across the organisation.
• Deliver structured training on service standards, communication frameworks and conflict‑resolution techniques.
• Oversee subscription lifecycle operations including billing, pauses, reactivations and retention activities.
• Refine CRM and ticketing workflows, reporting and automation.
• Set and monitor written and telephone communication standards to ensure professionalism.
• Handle complex escalations and sensitive customer cases.
• Act as the operational bridge between customers and senior leadership.

Required profile

• 5+ years of customer service experience.
• 2+ years in a team leadership or managerial role.
• Experience in a premium, relationship‑led environment.
• Strong telephone confidence and ability to coach others.
• Calm, measured and highly professional under pressure.
• Excellent written and verbal communication skills.
• Based within a commutable distance of West Dorset.

Required skills

What we offer

• Competitive salary of £35,000 per year.
• Full‑time, office‑based role (Monday‑Friday, 8:00‑16:30).
• Opportunity to shape and own a strategic CX function.
• Supportive founder‑led environment with high employee retention.