Customer Experience Manager

Salary: £40,000 - £50,000

Location: Sheffield, South Yorkshire

Working Model: Office-Based

Are you passionate about customer journey mapping and looking to work for a Founder led, purpose driven brand Customer Experience Management? This is an exciting opportunity to join a fast-growing, disruptive brand in the tech space, working alongside an experienced Customer Operations Director who has successfully grown teams at both large organisations and high-growth disruptor brands. Based in a state-of-the-art office in central Sheffield, this company truly invests in the development of its people, creating an environment where you can thrive and grow.

The Opportunity:

As the first dedicated Customer Experience Manager, you will become the Subject Matter Expert (SME) for customer journey management within the business. Whether you’re an Analyst stepping up into your first management role or a current manager seeking to work for a purpose-driven, innovative brand, this role offers significant responsibility and opportunity to shape the company’s CX strategy from the ground up. Working closely with a supportive Customer Operations Director who values the office-based setup, you’ll have the autonomy to lead initiatives and improve customer satisfaction while working across departments.

The Customer Experience Manager will:

• Own the end-to-end customer journey, analysing every stage to identify strengths and areas for improvement.
• Develop and manage customer service programmes to ensure seamless, high-quality delivery across channels.
• Champion the customer voice, gathering insights and presenting key trends to drive positive change across the business.
• Lead cross-functional projects that align customer experience strategies with company goals, collaborating with teams like sales, marketing, and tech.
• Implement and monitor key CX metrics (NPS, CSAT) to measure the success of customer initiatives and drive continuous improvement.

Essential Skills:

• Expertise in mapping/ re-defining customer journey in an omni-channel environment
• Strong stakeholder management skills with an ability to put together strong business cases for change
• Proven track record of driving customer satisfaction improvements and implementing CX initiatives.
• Excellent analytical and problem-solving skills, with the ability to collaborate across departments.
• Experience managing customer feedback platforms (e.g., Trustpilot) and conducting root cause analysis.
• Ability to work effectively in a fast-paced environment, managing multiple priorities with a strong customer focus.

Benefits:

• Competitive salary between £40,000 - £50,000 with plenty of opportunities for career growth.
• An incredible office environment in central Sheffield with fantastic facilities, including complimentary breakfast, snacks, and a pool table.
• Enhanced pension, health cash plan, and comprehensive wellbeing support, including mental health and financial advice.
• Career development opportunities, staff discounts, social events, and Employee of the Month awards.
• Enhanced parental leave and a strong commitment to work-life balance.

Our client is committed to promoting equality of opportunity for all employees and job applicants. In line with the Equality Act 2010, they strive to create a working environment where everyone can make the best use of their skills, free from discrimination or harassment.