About the Role

We're looking for an experienced Customer Experience Manager to lead a high-volume, multi-channel customer support function. You'll be responsible for driving exceptional customer experiences across phone, email, and chat channels while leading a high-performing team, optimising operations, and championing continuous improvement. This is an excellent opportunity for a customer-centric leader who thrives in a fast-paced environment and enjoys building engaged, high-performing teams.

Key Responsibilities

Lead, mentor, and develop supervisors and customer experience representatives across onshore and offshore teams.
Drive team performance through coaching, KPI management, and regular performance reviews.
Manage complex customer escalations and ensure timely, professional resolution.
Monitor and analyse customer service metrics to identify trends and improve operational performance.
Optimise staffing, scheduling, workflows, and service processes to enhance efficiency.
Develop, implement, and maintain Standard Operating Procedures (SOPs).
Partner closely with cross-functional teams to deliver a seamless customer experience.
Support onboarding, training, and ongoing development of customer experience teams.
Identify opportunities to improve processes, automate workflows, and enhance service delivery.
Foster a culture of accountability, collaboration, and continuous improvement.

Requirements

5+ years of leadership experience within Customer Service, Contact Centre, or Customer Experience.
Proven experience managing teams of 20+ employees in a fast-paced, multi-channel support environment.
Strong knowledge of CRM, ERP, and customer ticketing systems.
Excellent leadership, coaching, and stakeholder management skills.
Strong analytical skills with experience tracking KPIs and driving performance improvements.
Ability to make informed operational decisions in a dynamic environment.
Excellent written and verbal communication skills in English.