Customer Experience Manager

Customer Experience Manager • Location: Between York/Selby • Job Type: Full-time, Monday - Friday • Salary: £45k - £55k, depending on experience We are currently exclusively recruiting a Customer Experience Manager for one of our top clients. They are expanding their UK operations and are looking for a Customer Experience Manager to lead their customer service teams, ensuring operational excellence and a first-class experience for all stakeholders. Day-to-day of the role: • Lead and manage the Order Fulfilment and Customer Experience teams, setting clear performance objectives and ensuring efficient workflows. • Drive performance targets across order processing, service levels, customer satisfaction, and retention. • Own the customer journey end-to-end, continuously improving key touchpoints including onboarding, order fulfilment, and issue resolution. • Manage customer complaints and troubleshooting activities, ensuring resolutions are timely, empathetic, and compliant. • Ensure adherence to healthcare, data protection, and quality management standards in all complaint handling and escalation processes. • Develop and update Standard Operating Procedures (SOPs), and lead training and change management initiatives. • Maintain oversight of stock and supply issues impacting customer service, collaborating with Supply Chain and Logistics to resolve potential issues. • Manage external service providers and logistics partners to ensure timely and accurate customer order fulfilment. • Work closely with Regional Business Managers to align internal processes with operational requirements and enhance service delivery. • Analyse data and metrics to drive continuous improvement initiatives and inform decision-making. • Foster a culture of compassion, accountability, and patient focus within the team. Required Skills & Qualifications: • Proven leadership experience in managing cross-functional, customer-facing teams within a regulated or healthcare-adjacent environment. • Exceptional communication and stakeholder management skills, with the ability to present confidently at senior levels. • Strategic mindset with a strong ability to translate high-level goals into actionable plans. • Highly analytical and detail-oriented, proficient in Excel, PowerPoint, and CRM systems; experience with platforms like Monday.com and Business Central is desirable. • Experience managing third-party service providers and logistics partners. Desirable: • Background in healthcare • Experience in supply chain, fulfilment operations, or customer service within a regulated environment. Personal Attributes: • Genuine compassion and commitment to delivering exceptional patient and user experiences. • Inspiring and motivational leadership style, able to drive accountability and sustain high performance. • Flexible, adaptable, and resilient in a fast-paced, growth environment. What We Offer: • A high-visibility operational leadership role with direct impact on patient care. • Supportive leadership team and collaborative, mission-driven culture. • Competitive salary with a bonus of up to 20%. • Free onsite parking. • 25 days annual leave plus bank holidays. • 10% employer, 5% employee pension scheme. • Life assurance. • Optional private healthcare.