Customer Experience Manager

We are supporting a leading diversified group in the search for an experienced Customer Experience Manager to lead and strengthen the customer experience strategy across multiple businesses, channels and customer touchpoints.

This is a senior role for someone who can combine customer experience leadership with strong commercial, CRM and Customer Value Management (CVM) expertise .

Key Responsibilities

• Own and drive the overall Customer Experience strategy and standards across the Group.
• Lead end-to-end customer journey mapping , identifying pain points and driving improvements.
• Manage CX measurement including NPS, CSAT, Customer Effort, service levels, complaints and resolution performance .
• Turn customer insights, complaints, churn and behavioural data into actionable recommendations for product and pricing teams .
• Support Customer Value Management (CVM) initiatives including segmentation, retention, cross-sell, upsell, renewal, loyalty and win-back programmes.
• Drive Customer Lifetime Value (CLV) and churn measurement and support initiatives to improve customer retention.
• Lead the development and ongoing management of the CRM and customer data platform , including the creation of a single customer view.
• Work closely with IT, Data, Product, Commercial and external technology/vendor partners.
• Oversee customer service and contact-centre performance.

The role specifically owns the customer platform estate, including CRM/customer data, and requires experience taking at least one CRM or customer-data-platform implementation through to production.

What We’re Looking For

• 10+ years’ experience in Customer Experience, Customer Operations, CRM or related leadership roles.
• Experience managing Group-level or multi-brand Customer Experience programmes .
• Strong hands-on understanding of CVM, segmentation, retention, cross-sell and Customer Lifetime Value .
• Strong experience in customer journey mapping, Voice of Customer and service design .
• Experience implementing CRM or Customer Data Platforms (CDP) end-to-end.
• Strong understanding of customer data, data quality and the single customer / golden record concept.
• Experience managing technology vendors and system integrators.
• Comfortable using AI and analytics tools to analyse customer feedback, complaints and customer journeys.
• Strong stakeholder management and commercial mindset.