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- Tasks: Lead a dynamic customer support team to deliver exceptional experiences and drive customer satisfaction.
- Company: Join Adanola, a fast-growing e-commerce brand on a mission to redefine everyday shopping.
- Benefits: Enjoy a competitive bonus structure, private medical insurance, and 33 days holiday.
- Other info: Flexible workplace with wellness events and a supportive team culture.
- Why this job: Make a real impact in a thriving company while developing your leadership skills.
- Qualifications: Proven experience leading large teams and managing customer support in a retail environment.
The predicted salary is between 60000 - 80000 £ per year.
Application Deadline: 1 June 2026
Department: Commercial
Location: Manchester
Description
We are recruiting for a head of customer experience to lead our incredible customer support team.
Key Responsibilities
- Drive the delivery of outstanding customer experience, ensuring customer satisfaction is consistently high.
- Develop strategies and initiatives to improve customer retention by providing prompt, empathetic, and effective solutions to customer inquiries.
- Design, implement, and refine customer service processes to ensure scalability as the business grows.
- Set up best-in-class service standards and continuously optimise workflows to enhance efficiency and service quality.
- Work closely with other departments (such as operations, finance, product, and marketing) to address customer issues, streamline workflows, and gather customer feedback that can drive product or service improvements.
- Collect, analyse, and act on customer feedback to improve service offerings and resolve recurring issues.
- Provide regular reports and insights to senior leadership, highlighting trends and making data-driven recommendations for improvements.
- Develop and implement comprehensive customer support reporting systems to measure KPIs across the department and individual team members.
- Use data-driven insights to monitor performance, identify trends, and drive continuous improvement.
- As the company scales, develop and implement strategies to grow the customer support function effectively, ensuring a seamless and efficient experience as the team expands and as the customer base grows.
- Day to day carrier relationship management, acting as a point of contact for logistics and delivery partners.
- Proactively collaborate with partners to resolve operations issues and improve customer experience of carrier services.
- Handle high-level escalations and complex customer issues with professionalism and tact.
- Ensure that all escalated cases are resolved quickly and to the customer’s satisfaction, mitigating any potential negative impact on the business.
- Own upstream CS system issue resolution working in collaboration with systems and technology partners.
Team Leadership & Development
- Lead, manage, and mentor a growing customer support team.
- Ensure each member of the team is equipped with the skills and support they need to thrive.
- Foster a culture of high performance, feedback, collaboration, and continuous learning.
- Establish clear performance metrics and KPIs to monitor team performance, providing regular feedback and coaching to ensure service levels are maintained.
- Identify opportunities for improvement and create action plans to address any areas of concern.
- Plan for peak retail periods ensuring the team is adequately staffed and resourced to maintain the same high levels of customer service.
- Develop strategies to hire, train, and onboard seasonal or temporary staff to meet demand without compromising on quality.
Skills, Knowledge and Expertise
- Proven experience leading large customer support teams (experience managing teams of 20+ people is ideal).
- Have previously worked in a fast-growing e-commerce business, understanding the nuances and challenges of providing customer support in a retail setting.
- Experience managing and developing courier relationships to ensure we are providing the best service and communications to our customers.
- Solid experience in setting performance targets, monitoring team KPIs, and providing constructive feedback to improve individual and team performance.
- Exceptional skills in handling customer complaints and resolving issues in a way that strengthens customer loyalty.
- Ability to manage escalations and high-pressure situations effectively.
- Comfortable working in a fast-paced, evolving environment.
- Ability to thrive under pressure while maintaining a positive and supportive team environment.
- Experience with customer service platforms and utilisation of AI tooling to support better customer experience (e.g., DIXA, Zendesk, Freshdesk, or similar) and CRM / CMS systems.
Why Adanola?
We’re on a mission to become the go-to destination to shop your everyday uniform and we’re looking for talented, positive people to work towards this goal. As the company continues to grow at a fast pace, it’s an exciting time to be part of the journey. So, if you’re passionate, driven, and ready to make a real impact, we’d love to hear from you!
Some of the benefits we offer our employees:
- Business-wide bonus structure
- Regular in office wellness events
- Private Medical Insurance
- Flexible workplace (3 days a week in our Manchester office)
- 33 days holiday (inclusive of Bank Holidays)
- Day off on your Birthday
- 50% staff discount
Head of customer experience in Manchester employer: Adanola
Contact Detail:
Adanola Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Head of customer experience in Manchester
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their customer experience philosophy and think about how your skills align with their goals. This will help you stand out as a candidate who truly gets what they’re about.
✨Tip Number 3
Practice your responses to common interview questions, especially those related to customer experience. Use the STAR method (Situation, Task, Action, Result) to structure your answers and showcase your achievements effectively.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and show your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Head of customer experience in Manchester
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Head of Customer Experience role. Highlight your relevant experience in leading customer support teams and any specific achievements that align with our mission at StudySmarter.
Showcase Your Skills: Don’t just list your skills; demonstrate them! Use examples from your past roles to show how you've driven customer satisfaction and improved service processes. We love seeing real-life applications of your expertise.
Be Authentic: Let your personality shine through in your application. We’re looking for passionate and driven individuals, so don’t be afraid to express your enthusiasm for the role and what you can bring to our team.
Apply Through Our Website: For the best chance of success, make sure to apply directly through our website. This helps us keep track of your application and ensures it gets the attention it deserves. We can’t wait to hear from you!
How to prepare for a job interview at Adanola
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience, especially in e-commerce. Be ready to discuss how you've previously improved customer satisfaction and retention, as this role is all about driving outstanding experiences.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed large teams before. Highlight your approach to mentoring and fostering a high-performance culture, as they'll want to see how you can inspire and manage a growing customer support team.
✨Be Data-Driven
Since the role involves analysing customer feedback and KPIs, come prepared with insights from your past experiences. Discuss how you've used data to drive improvements and make informed decisions, showing that you're not just about gut feelings.
✨Demonstrate Problem-Solving Prowess
Expect to be asked about handling escalations and complex customer issues. Share specific instances where you've turned a negative situation into a positive outcome, showcasing your ability to remain calm under pressure and resolve issues effectively.