Customer Experience Manager

We are currently working in partnership with a Manufacturing and Distribution Business based in Caerphilly who are looking to employ a permanent Customer Experience Manager look after both Customer Care and Internal Account Managers (forming Customer Experience) the person will report into directly into the Head of Sales. Key aspects include Develop, implement & maintain service standards and procedures with the customer experience teams. This role will involve the management of 7 Customer Care Advisors and 5 Internal Account Consultant, so experience of leading and managing people is essential. The successful Customer Experience Manager will have experience within a customer service within role in a similar industry i.e. manufacturing/ engineering. Salary and Benefits Customer Experience Manager * Salary of up to £45,000 based on experience * Annual 10% bonus paid in April based on company profit * Monday to Friday 8.45am – 4.45pm Monday to Friday (37.5 hours per week) * Permanent, stable role within a growing organisation during an exciting period of expansion * 25 days holiday plus 8 bank holidays (Christmas Shutdown period) * Contributory pension scheme * Excellent progression opportunities available Duties and Responsibilities Customer Experience Manager * Act as the onsite commercial excellence leader, collaborating with the Head of Sales to establish and implement service standards within customer experience teams. * Attend regular meetings with the Head of Sales, providing support on commercial reporting, budget evolution, strategy development, and forecasting to aid in shareholder reporting and key operational processes such as finance, procurement, and S&OP. * To engage with key internal stakeholders, including operations, marketing, procurement, finance, quality, external sales, and the management team, ensuring alignment across departments. * Participate in regular internal meetings to maintain momentum, clarity, and alignment with all stakeholders. * Support Business Development Managers (BDMs) and Key Account Managers (KAMs) with customer visits as needed, both onsite and externally. * Provide mentorship, coaching, and succession planning to nurture talent and build a positive team spirit. * Maintain and strengthen customer relationships, focusing on improving response and delivery times. * Lead continuous improvement initiatives through the Quality Management System (QMS), ensuring customer experience procedures and documentation are up-to-date. * Measure and report on customer satisfaction, implementing quality and process improvements as necessary. * Ensure adherence to departmental procedures and processes, resolving escalated service issues and customer complaints effectively. * Conduct regular performance appraisals and one-on-one meetings, identifying areas for team improvement through the Performance Management Process (PMP). * Develop and maintain effective communication channels within the team, holding regular team meetings to motivate and drive performance. * Prepare and present reports to senior management, providing insights into team performance and business outcomes. * Deliver on departmental KPIs, including budgeted sales revenues, and manage CRM systems to optimize cost-to-serve. * Oversee team KPI management and ensure timely and effective communication with customers, colleagues, and other departments. * Conduct regular business reviews and update forecasts to stay ahead of market trends and drive success. Skills and Attributes required for Customer Experience * Exceptional interpersonal skills with a strong focus on customer experience excellence. * Extensive knowledge of service delivery standards, ensuring high-quality outcomes. * Proven leadership abilities, with experience in mentoring and coaching teams to inspire motivation and maintain a positive team spirit. * Strong capability in establishing and maintaining team endorsement as the Customer Experience Manager (CXM) * Skilled in communicating, presenting, and influencing stakeholders at all levels with credibility and impact. * Solid business acumen and commercial expertise developed from a background in sales and commercial roles. * Demonstrated ability to build and manage sales budgets, forecasts, and strategic plans that drive growth, achieve revenue targets, and support Sales and Operations Planning (S&OP). 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