Customer Experience Manager

About the role

The Customer Experience Manager will lead the development and execution of strategies that enhance customer satisfaction and loyalty for a growing challenger brand in the retail sector. This permanent, onsite role is based in Hounslow, offering the chance to shape the customer journey across multiple touchpoints.

Key responsibilities

• Manage and strengthen customer relationships to drive satisfaction and repeat business.
• Oversee day‑to‑day customer service operations, ensuring they meet quality standards.
• Design and implement initiatives that increase customer engagement, retention, and lifetime value.
• Serve as the primary point of contact for customer inquiries, resolving issues promptly and professionally.
• Collaborate with internal teams—including sales, marketing, and product—to deliver seamless experiences.
• Analyse customer feedback and behavioural data to identify trends and recommend improvements.
• Prepare regular performance reports on key service metrics and present insights to senior leadership.
• Ensure all customer interactions comply with company policies and regulatory requirements.

Required profile

• Proven experience in customer service or a related role, preferably within the retail industry.
• Strong communication and interpersonal abilities to build trust with customers and colleagues.
• Demonstrated success in developing and executing customer‑focused strategies.
• Experience analysing data and turning insights into actionable recommendations.
• High attention to detail and a commitment to delivering high‑quality service.
• Effective problem‑solving skills to address challenges efficiently.

Required skills

What we offer

• Competitive salary ranging from £45,000 to £55,000 per year.
• Permanent contract with opportunities for career progression.
• Location in Hounslow, providing easy access to London’s vibrant business environment.
• Opportunity to work for an established, innovative retail brand.