Job Description

Customer Experience Manager

Location:

Buckingham

Reports to:

Reporting to Managing Director

Salary:

Competitive Package: Starting from 45,000

About Us

We are a growing manufacturing business within the construction products sector, committed to delivering high-quality solutions and exceptional service to our customers. As part of our continued investment in people and innovation, we are seeking a

Customer Experience Manager

to lead and inspire our internal sales function, ensure a seamless customer journey, and deliver service improvements that set us apart in the marketplace. This is a high-impact role with real scope to shape how our customers experience the business.

Role Purpose

The Customer Experience Manager will be responsible for managing the entire customer journey from initial enquiry through to delivery. This role will lead and motivate the internal sales team, driving them to be commercially aware, to adopt a proactive approach to customer management, while positively supporting and influencing the external sales team. By implementing service enhancements, process improvements, and training initiatives, the Customer Experience Manager will play a critical role in improving customer satisfaction, retention, and overall business performance.

A natural "conduit", you'll bring together sales, operations, and manufacturing to deliver a seamless experience for customers.

Key Responsibilities

Customer Journey Ownership:

Oversee and optimise the full process from enquiry to delivery, ensuring customers receive excellent service at every touchpoint.

Team Leadership:

Manage, coach, and motivate the internal sales team, driving a culture of accountability, proactivity, and continuous improvement. Empower them to deliver exceptional customer service and to spot opportunities that drive sales.

Collaboration with External Sales:

Provide support and insight to the external sales team, ensuring a joined-up approach to customer relationship management and drive growth.

Process Improvement:

Identify opportunities for operational efficiency and service improvement, implementing robust systems and processes to support sustainable growth.

Training & Development -

design and deliver training programmes to upskill team members in customer service, sales techniques, and product knowledge.

Drive Continuous Improvement

- identify gaps and bottlenecks, run root-cause analysis, and implement process changes and corrective actions that deliver service improvements, prevent re-occurrence, and cut costs.

Join the Dots

- act as the link between internal sales, external sales, production and logistics, ensuring the customer journey is smooth, consistent, and efficient

Performance Monitoring

- set and review KPIs for the internal sales team, analysing performance data to drive improvements in responsiveness, conversion rates, and customer satisfaction.

Customer Advocacy -

act as the customer's voice within the business, ensuring their needs and feedback inform strategy and operations.

Measure & Improve

- monitor KPIs, track performance and turn data into action.

Skills & Experience Required

Proven experience in a customer experience, sales management, or customer service leadership role, ideally within manufacturing, construction, or a related sector. Strong leadership skills with the ability to inspire, coach, and develop teams. Excellent communication and interpersonal skills, with the ability to build strong internal and external relationships. Track record of implementing service improvements and driving process efficiency. Analytical approach with experience of root cause analysis and continuous improvement. A hands on problem solver! Commercial awareness and customer-focused mindset- balancing service excellence with efficiency and cost management. Highly organised, with the ability to prioritise and manage multiple projects simultaneously. Skilled at breaking down silos and joining up teams and processes. Great communicator with the confidence to influence at every level.

What We Offer

A chance to shape a pivotal new role in a growing, ambitious business. A leadership role with scope to shape the customer journey and internal processes. A culture where your ideas and impact will be noticed.
Competitive salary and benefits package with long-term opportunities for progression

Job Type: Full-time

Pay: From 45,000.00 per year

Work Location: In person