Customer Experience Manager

About the role

We are supporting a leading diversified group in the search for an experienced Customer Experience Manager to lead and strengthen the customer experience strategy across multiple businesses, channels and customer touchpoints. This senior role combines customer experience leadership with strong commercial, CRM and Customer Value Management expertise.

Key responsibilities

• Own and drive the overall Customer Experience strategy and standards across the Group.
• Lead end‑to‑end customer journey mapping, identify pain points and drive improvements.
• Manage CX measurement including NPS, CSAT, Customer Effort, service levels, complaints and resolution performance.
• Translate customer insights, complaints, churn and behavioural data into actionable recommendations for product and pricing teams.
• Support Customer Value Management initiatives such as segmentation, retention, cross‑sell, upsell, renewal, loyalty and win‑back programmes.
• Drive Customer Lifetime Value measurement and initiatives to improve retention.
• Lead development and ongoing management of the CRM and customer data platform, creating a single customer view.
• Work closely with IT, Data, Product, Commercial and external technology/vendor partners.
• Oversee customer service and contact‑centre performance and own the customer platform estate.

Required profile

• 10+ years of experience in Customer Experience, Customer Operations, CRM or related leadership roles.
• Proven experience managing group‑level or multi‑brand CX programmes.
• Strong hands‑on understanding of CVM, segmentation, retention, cross‑sell and CLV.
• Experience implementing CRM or CDP solutions end‑to‑end.
• Ability to work with AI and analytics tools to analyse feedback, complaints and journeys.
• Demonstrated stakeholder management and commercial mindset.

Required skills

• CRM systems and Customer Data Platforms.
• AI‑driven analytics tools.
• Data quality management and single‑customer‑view concepts.
• Journey‑mapping and Voice‑of‑Customer methodologies.