Customer Experience Manager

Customer Experience ManagerAre you a strategic thinker with a passion for service excellence? A leading UK-based educational travel provider is seeking a talented Customer Experience Manager to join their successful team. This is a fantastic opportunity to shape how thousands of young travellers experience school trips, while driving innovation and continuous improvement across the business.Customer Experience Manager - Role and Responsibilities:This pivotal role places you at the centre of the organisation''s customer journey strategy. You''ll be responsible for gathering and interpreting feedback, identifying service gaps, and collaborating across departments to implement meaningful improvements. Your work will directly influence customer satisfaction, retention, and brand reputation.Acting as the primary contact for all customer feedback and concernsAnalysing feedback trends and translating insights into actionable improvementsLeading internal discussions to address service challenges and enhance deliveryEngaging with customers who raise issues before, during, or after travelEncouraging repeat bookings through strategic collaboration with sales teamsEnsuring company practices align with industry regulations and internal policiesOverseeing data protection compliance and acting as the designated person for GDPR mattersDesigning and delivering training programmes focused on service excellenceManaging insurance-related processes including claims, training, and ..... full job details .....