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- Tasks: Lead a large contact centre team to deliver exceptional customer experiences.
- Company: Join a forward-thinking company dedicated to transforming customer service.
- Benefits: Competitive salary, hybrid work model after 6 months, and career growth opportunities.
- Why this job: Make a real impact by shaping seamless customer journeys and empowering your team.
- Qualifications: Proven leadership in contact centres and a passion for customer experience.
- Other info: Dynamic environment with a people-first culture focused on continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
We're on the lookout for a dynamic Customer Experience Manager to lead our large-scale contact centre. If you're passionate about elevating service, empowering people, and shaping seamless customer journeys—this is your role.
This role will be fully onsite in the South West for the first 6 months and then will progress to a hybrid business model.
What you'll do:
- Lead a customer contact team of 250–500 FTE to deliver outstanding customer experiences
- Champion CEX journey mapping and CX best practices
- Own BAU performance while driving continuous improvement
- Inspire a high-performing, people-first culture
What you bring:
- Proven senior leadership in large contact centre environments
- Sharp CX instincts and journey management experience
- A coaching mindset and a love for getting the best from teams
Why us?
Because you want to make real change, not just manage. You believe great service is a team sport—and you're ready to lead from the front.
Please share your CV to matt@cactussearch.co.uk
Customer Experience Manager in London employer: Cactus Search
Contact Detail:
Cactus Search Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry and let them know you're on the hunt for a Customer Experience Manager role. A personal recommendation can go a long way in landing that interview.
✨Tip Number 2
Prepare for those interviews by practising common questions related to customer experience and leadership. We suggest you come up with specific examples from your past roles that showcase your skills in journey mapping and team empowerment.
✨Tip Number 3
Don’t forget to research Cactus Search! Understanding their values and culture will help you tailor your responses during interviews. Show them you’re not just another candidate, but someone who truly aligns with their mission.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you’re serious about joining the team and ready to make a real impact in customer experience.
We think you need these skills to ace Customer Experience Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the role of Customer Experience Manager. Highlight your leadership experience in contact centres and any specific achievements that showcase your ability to elevate service and empower teams.
Craft a Compelling Cover Letter: Use your cover letter to tell us why you're passionate about customer experience. Share your journey management experience and how you plan to inspire a high-performing culture within our team.
Showcase Your CX Instincts: In your application, don’t just list your skills—demonstrate them! Provide examples of how you've successfully implemented CX best practices and driven continuous improvement in previous roles.
Apply Through Our Website: We encourage you to apply through our website for a smoother process. It helps us keep track of your application and ensures you’re considered for this exciting opportunity to lead from the front!
How to prepare for a job interview at Cactus Search
✨Know Your Customer Experience Inside Out
Before the interview, dive deep into the principles of customer experience (CX) and journey mapping. Be ready to discuss specific examples from your past roles where you’ve successfully improved customer journeys or led a team to enhance service delivery.
✨Showcase Your Leadership Style
Prepare to talk about your leadership approach, especially in large contact centre environments. Think of instances where you inspired your team or implemented a people-first culture. This will demonstrate your fit for leading a large team effectively.
✨Be Ready for Scenario Questions
Expect scenario-based questions that assess your problem-solving skills and CX instincts. Practice articulating how you would handle specific challenges in a contact centre, focusing on continuous improvement and performance management.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions prepared. Inquire about the company’s current CX initiatives or how they measure success in their contact centre. This shows your genuine interest in the role and helps you gauge if it’s the right fit for you.
