Customer Experience Manager

Are you a strategic and analytical leader who enjoys solving problems, influencing teams, and improving how customers experience a business? We are seeking an experienced Customer Experience Manager to join our dynamic team at HUGGINS.

Join Our Team: Customer Experience Manager

Lead | Improve | Deliver Excellence

Key Responsibilities:

• Lead enterprise-wide Customer Experience (CX) initiatives and service transformation programmes
• Oversee and develop customer-facing teams to drive performance, engagement, and accountability
• Monitor CX metrics (NPS, CSAT) and drive improvements in customer satisfaction and loyalty
• Oversee escalation and resolution of customer and product complaints, addressing root causes promptly
• Partner with cross-functional teams to resolve escalations and optimise the end-to-end customer journey
• Use customer data and feedback insights to identify trends and drive service and product improvements
• Develop and maintain customer service standards, policies, and training programmes

About You:

• Master’s Degree in Business Administration, Management, Marketing, Customer Experience, or a related field (required)
• 3–5 years’ experience in customer service or customer experience leadership, preferably in a multi-division environment
• Experience leading cross-functional teams and driving organisational change initiatives
• A strategic and analytical leader who is data-driven and results-focused
• A strong team leader with the ability to coach, develop, and hold others accountable
• A collaborative influencer who builds relationships across departments
• A clear and confident communicator with strong stakeholder management skills
• Emotionally intelligent, with sound judgment and a solutions-focused mindset

Deadline for Application: Friday, 15^th May 2026

Apply today and help shape a stronger customer experience across our organisation!