Customer Experience Manager
Salary: £45,000 to £50,000 depending on experience
Location: Manchester, hybrid working
Contract: Permanent

An opportunity has arisen for a Customer Experience Manager to join a growing organisation in Manchester. This role focuses on improving end to end customer journeys, with an emphasis on digital, automated and AI led experiences.

You will be responsible for ensuring a consistent and high-quality customer experience across all channels, using data and technology to reduce friction and improve service. Working closely with teams across the business, you will help deliver more efficient processes and stronger customer outcomes.

Key responsibilities

• Oversee the full customer journey from initial purchase through to delivery, returns and aftercare
• Identify areas for improvement and redesign processes to support digital first, scalable solutions
• Manage and optimise CX platforms such as Connex AI or similar tools
• Develop self-service options and improve customer communications at key stages
• Use data and customer feedback to identify trends and drive improvements
• Work with IT, Operations, Customer Service and other teams to align processes and priorities
• Act as the voice of the customer in business decisions and continuous improvement initiatives
• Ensure compliance with GDPR and maintain clear documentation of processes

About you

• Experience in a customer experience or digital journey's role within ecommerce or a multichannel environment
• Strong understanding of CX platforms, automation and customer service technologies
• Proven ability to reduce contact volumes through self-service and process improvements
• Confident using data to identify issues and deliver practical solutions
• Experience working across multiple teams and influencing stakeholders
• Knowledge of continuous improvement principles and customer journey mapping

About the company

This organisation places strong emphasis on customer experience and invests in modern technology to support it. You will be joining a collaborative team with a focus on continuous improvement, flexible working and professional development.

Next steps

If you are interested in finding out more, please apply today.

Robert Walters Operations Limited is an employment business and employment agency and welcomes applications from all candidates