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.