Customer Experience Operations Manager

Administration & Clerical jobs >> Management

Negotiable

Permanent

Description

CUSTOMER EXPERIENCE OPERATIONS MANAGER
CARDIFF, HYBRID
£65-70K + CAR ALLOWANCE + 10% BONUS

A worldwide distributor of products, services and supplies for the healthcare sector is looking for a Customer Experience Operations Manager to join their team. You will be responsible for shaping and leading the customer journey, implementing improvements that build long-term partnerships and success for our customers.

BENEFITS

Not only does the role have a competitive salary, 25 days of holiday a year with the option to buy more, but the company also offers life insurance, a cycle to work scheme, subsidised gym membership, employee discounts, health and wellbeing support and much more.

RESPONSIBILITIES

As a Customer Experience Operations Manager you will:

* Define and lead the customer experience strategy, embedding a customer-first culture across the business, ensuring a high-quality service is delivered consistently.

* Develop customer feedback programmes, utilising insights to implement improvements across product, service, and support.

* Partner closely with sales, marketing, and operational teams to ensure collaboration and the delivery of excellence for the customer.

* Drive initiatives that improve service delivery and proactive customer support.

* Track and report on key customer experience metrics, including satisfaction, retention, repeat purchase, and service utilisation etc.

* Align customer experience initiatives with commercial goals, ensuring tangible business impact.

* Build and lead a high-performing customer experience team.

* Coach and develop team members to ensure outstanding performance and professional growth.

REQUIREMENTS

To be considered for the role of Customer Experience Operations Manager you must have:

* Experience working at a senior level within customer experience, service, or customer success. This experience within healthcare or technical equipment is desirable but not essential.

* A solid understanding of complex B2B customer journeys, including sales, service, and technical support.

* Experience using CRMs to track customer engagement and generate insights (salesforce experience is advantageous).

* A proven ability to drive cultural change with a focus on customer-centricity.

* Excellent stakeholder management and cross-functional leadership.

* Strong analytical skills with experience of customer insight platforms, reporting dashboards, and KPIs.

* Commercially astute with a track record of delivering improvements that impact revenue and customer loyalty.

* Exceptional communication, influencing, and leadership skills.

NEXT STEPS

So, if you possess a passion for design, and are interested in becoming a Customer Experience Operations Manager, then apply with your CV today. Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.

Why miss out? Apply now
  • 1
  • Negotiable
  • None
  • None
  • CV-184060
  • Permanent
  • 3
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