Customer Experience Manager - Online Flooring - B1 in Birmingham

Customer Experience Leader – Online Flooring Sales
Office based Role in West Birmingham.
(This position will evolve into Head of Customer Experience).

Carpet Roles UK are excited to be assisting a leading Birmingham based online Flooring Seller in their plans to build their senior management team in order to facilitate and manage the excellent growth that they are seeing (started just 5 Years ago) the Business has grown exponentially and now has an impressive logistical network of distribution warehouses and a fast growing team based in the West of Birmingham (Near the M5 at Halesowen exit to approach), in this instance we are seeking a CX Professional that can develop a team, and a senior role for themselves as the Business grows.

Core Function and Future Aspirations for this Role:
– To develop into a senior Customer Experience leader as the business expands.
– Responsible for customer retention, reviews, refund control, and fostering brand trust.
– To eliminate the need for current Directors direct involvement in day-to-day customer service operations.

Key Requirements:
– A candidate who can assume full ownership of the customer experience element of our clients Thriving operation.
– Strong skills in communication, complaint handling, customer retention, and systems management.
– A commercially minded individual with an understanding of refund discipline and margin awareness.
– Experience in flooring or complex product environments is highly advantageous.
– Capability to lead and train an existing Customer Service/Operations team, ensuring consistency and discipline.
– This role emphasises ownership rather than merely service.
– Confident with IT and Online Sales.

The Rewards:
– An Attractive Basic Salary (Negotiable in the region of £32-42k)
– Our Clients additionally operate a company-wide profit-sharing bonus that is activated only if the business meets its targets, which ranges from 10% to 20% of the annual salary, contingent upon contribution, impact, and behaviour.
– Various other benefits including Health Insurance and Pension etc.

Eligibility for Bonus Scheme
– Candidates must have completed a minimum of six months with the company.
– Candidates must uphold A-player standards (attendance, work ethic, brand care, teamwork).

Apply Today:
– For Immediate Consideration please follow the Apply Now Link on this Page and forward us your up to date CV.
– For a Confidential discussion call Justin Kelly on 01562 800071.

Carpet Roles UK are dedicated Recruiters to the UK Flooring Industry, Finding a Great Fit for Hiring Managers and Flooring Professionals for over 20 Years!