Customer Experience Manager

Customer Experience Manager

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• Location: Between York/Selby
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• Job Type: Full-time, Monday - Friday
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• Salary: £45k - £55k, depending on experience
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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:

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• Lead and manage the Order Fulfilment and Customer Experience teams, setting clear performance objectives and ensuring efficient workflows.
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• Drive performance targets across order processing, service levels, customer satisfaction, and retention.
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• Own the customer journey end-to-end, continuously improving key touchpoints including onboarding, order fulfilment, and issue resolution.
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• Manage customer complaints and troubleshooting activities, ensuring resolutions are timely, empathetic, and compliant.
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• Ensure adherence to healthcare, data protection, and quality management standards in all complaint handling and escalation processes.
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• Develop and update Standard Operating Procedures (SOPs), and lead training and change management initiatives.
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• Maintain oversight of stock and supply issues impacting customer service, collaborating with Supply Chain and Logistics to resolve potential issues.
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• Manage external service providers and logistics partners to ensure timely and accurate customer order fulfilment.
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• Work closely with Regional Business Managers to align internal processes with operational requirements and enhance service delivery.
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• Analyse data and metrics to drive continuous improvement initiatives and inform decision-making.
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• Foster a culture of compassion, accountability, and patient focus within the team.
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Required Skills & Qualifications:

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• Proven leadership experience in managing cross-functional, customer-facing teams within a regulated or healthcare-adjacent environment.
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• Exceptional communication and stakeholder management skills, with the ability to present confidently at senior levels.
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• Strategic mindset with a strong ability to translate high-level goals into actionable plans.
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• Highly analytical and detail-oriented, proficient in Excel, PowerPoint, and CRM systems; experience with platforms like Monday.com and Business Central is desirable.
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• Experience managing third-party service providers and logistics partners.
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Desirable:

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• Background in healthcare
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• Experience in supply chain, fulfilment operations, or customer service within a regulated environment.
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Personal Attributes:

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• Genuine compassion and commitment to delivering exceptional patient and user experiences.
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• Inspiring and motivational leadership style, able to drive accountability and sustain high performance.
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• Flexible, adaptable, and resilient in a fast-paced, growth environment.
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What We Offer:

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• A high-visibility operational leadership role with direct impact on patient care.
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• Supportive leadership team and collaborative, mission-driven culture.
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• Competitive salary with a bonus of up to 20%.
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• Free onsite parking.
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• 25 days annual leave plus bank holidays.
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• 10% employer, 5% employee pension scheme.
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• Life assurance.
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• Optional private healthcare.
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