Customer Experience Manager

Job Title: Customer Experience ManagerLocation: West Dorset (Near Bridport)Working Arrangements: Full-Time | Office-Based – 5 days per weekHours: Monday–Friday | 8:00–16:30Salary: £35,000CCP are proud to partner with a well-established, premium subscription-based business entering its next phase of growth. The company has developed a complete, fully documented Customer Experience Operating System, which the incoming Manager will inherit, implement and evolve.This structured framework underpins service delivery, team standards and customer lifecycle management, making this one of the most distinctive and strategically positioned CX leadership roles in the region.This is a senior, hands-on leadership role within a high-retention, relationship-led environment. The business is founder-led and has built its reputation through quality and long-term customer relationships.The RoleLead and develop a small team of Customer Experience AdvisorsInherit, implement and continuously refine the documented Customer Experience Operating SystemDeliver structured training directly to the team, including service standards, communication frameworks and conflict resolutionOversee subscription lifecycle operations (billing, pauses, reactivations, retention)Refine CRM/ticketing workflows, reporting and automationSet communication standards across written and telephone channelsEnsure high levels of telephone confidence and professionalism across the teamHandle complex escalations and sensitive casesAct as the operational bridge between customers and senior leadershipAbout You5+ years' customer service experience2+ years in a team leadership or managerial roleStrong subscription or e-commerce operational knowledge (Desirable)Confident using and improving CRM/customer service platformsHigh level of telephone confidence and ability to coach others in call handlingExperience within a premium, relationship-led environmentCalm, measured and highly professional under pressureExcellent written and verbal communicationComfortable working in a hands-on, office-based founder-led businessBased within commutable distance of West DorsetIf this role is of interest and you feel you have the relevant experience, please apply online and we'll aim to respond within 72 hours. Alternatively, if you have any questions, please emailTPBN1_UKTJ