Customer Experience Manager

Role: Customer Experience Manager

Sector: Beauty industry

Location: Stoke-on-Trent - Hybrid working

Type: Permanent

Salary: -35,00 to -42,000

Sellick Partnership is currently looking for a Customer Experience Manager to join a client of ours based in Stoke-on-Trent.

The successful candidate will drive brand loyalty by managing customer journeys, overseeing support teams, and using data to improve engagement across digital and retail touchpoints

Key responsibilities of the Customer Experience Manager:

• Customer Support Management: ensuring high-quality, on-brand responses via email, chat, and social media.
• Data Analysis & Strategy: Analyse customer feedback, sentiment, and behaviour data to identify improvement areas and drive actionable insights for improvements.
• Ensure seamless experience across all channels (online, in-store, social media), often bridging the gap between E-commerce and retail.
• Relationship Building: Develop strategies to foster customer loyalty, community engagement, and retention.
• Cross-functional Collaboration: Work closely with marketing, product, and operations teams to elevate the brand''s reputation and product experience.

Required experience of the Customer Experience Manager

• 2 to 5+ years'' experience, ideally within the beauty, luxury, or fashion industries.
• Experience leading or mentoring a team.
• Exceptional verbal and written communication skills to maintain the brand''s tone of voice.
• Proficiency in MS Excel and CRM tools to track key metrics and performance
• Strong emotional intelligence and the ability to handle customer complaints proactively

How to apply for the Customer Experience Manager:

Please get in touch with Adam Rouse in the Derby office for more information.

Sellick Partnership is proud to be an inclusive and accessible recruitment business and we support applications from candidates of all backgrounds and circumstances. Please note, our advertisements use years'' experience, hourly rates, and salary levels purely as a guide and we assess applications based on the experience and skills evidenced on the CV. For information on how your personal details may be used by Sellick Partnership, please review our data processing notice on our website.