Customer Experience Manager

Customer Experience Manager (CXM)

Salary: £60k - £70k

Manchester

6-month FTC

Grafton Recruitment is pleased to be supporting a well-established organisation in their search for an experienced Customer Experience Manager (CXM). This is an exciting opportunity to drive customer-centric initiatives and ensure that the company delivers the best possible experience for its B2C customers and users.

As the Customer Experience Manager, you will be a key player in ensuring that all areas of the business align with customer expectations. You will collaborate closely with internal teams, including marketing, asset delivery, network operations, customer support, and IT, to champion the voice of the customer, enhance customer engagement, and implement data-driven improvements.

THE ROLE:

Some of your responsibilities as a Customer Experience Manager:

• Work with senior leadership and cross-functional teams to embed and enhance the company's CX strategy.
• Develop and refine customer segmentation to improve service offerings and engagement.
• Map customer journeys and ensure key touchpoints align with CX goals and brand pillars.
• Use customer data insights to identify pain points and opportunities, implementing strategies to enhance customer satisfaction.
• Oversee and optimise customer feedback mechanisms, including mystery shopping, social listening, and digital discovery.
• Lead the development of a seamless onboarding experience for new and existing customers.
• Collaborate on CRM/CMS development, ensuring tools like HubSpot are leveraged for maximum customer loyalty.
• Define and track key CX performance metrics (OKRs, KPIs, and Net Promoter Score) to drive continuous improvement.
• Monitor competitor activity and conduct gap analyses to refine the company's customer experience strategy.
• Work closely with marketing to foster long-term customer relationships through proactive communication.
• Partner with the operations team to ensure site designs, signage, and user instructions prioritise customer experience.
• Manage customer complaints and oversee the Customer Contact Centre, ensuring high service standards and prompt resolutions.
• Define and implement site standards that align with the company's CX vision and objectives.
• Promote a customer-centric culture across the organisation through reporting, communications, and engagement initiatives.

THE CANDIDATE:

We are looking for a passionate and experienced Customer Experience Manager with the following qualifications:

• Minimum 5 years of experience in customer experience management, preferably in technology, utilities, or service sectors.
• Proven success in driving customer engagement and experience improvements.
• Strong analytical mindset, with experience in using data to shape customer strategies.
• Experience with CRM platforms, particularly HubSpot, and familiarity with Power BI and other relevant tools is an advantage.
• Excellent communication and relationship management skills.
• Ability to work cross-functionally, influencing and collaborating with various teams.
• Strong problem-solving skills and a proactive approach to innovation.
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively

HOW TO APPLY: To be considered for this role, please click on the link provided. If you would like any further information about this vacancy before applying, please feel free to contact Matthew Foster on:

Should you require any support or assistance, please contact your local Grafton office.

Grafton is part of Gi Group Holdings Recruitment Limited and we are proud founding members of Menopause in business, pledge members for Neurodiversity in business, Disability committed members, Silver status pledge members for the Armed Forces Covenant, and Bronze trail blazers for Racial Equality matters.

Gi Group Holdings Recruitment Limited group of companies includes Gi Recruitment Limited, Draefern Limited, Gi Group Recruitment Ltd, INTOO (UK) Limited, Marks Sattin (UK) Limited, TACK TMI UK Limited, Grafton Professional Staffing Limited, Encore Personnel Services, Gi Group Ireland Limited and Kelly Services (UK) Ltd. Gi Group Ireland Limited are acting as an Employment Business in relation to this role.

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