Customer Journey Manager in Alfreton

Location: Alfreton, Salary: Very Competitive (DOE) + Excellent Benefits! Contract: Full-time, Permanent

Benefits: Profit Related Pay, Life Cover, Employee Assistance Programme, Auto Enrol Pension Scheme, On site parking, 23 days holiday plus Statutory.

My client offers a market-leading range of vehicle adaptations that enable customers to re-gain and maintain their independence. Whether it is to get the customer or a member of their family in and out of their vehicle, enable them to lift and stow their mobility device or to adapt their vehicle to enable them to drive, we offer a solution to suit each individual requirement. Their products are transformative for their users, which is why our customers recommend us to their friends and families.

This is a pivotal leadership role at the heart of the commercial operation, responsible for shaping and optimising the full customer journey from initial enquiry through to aftercare. You will lead key customer-facing teams, drive performance through data and insight, and play a critical role in improving processes, systems, and service delivery. This is an exciting opportunity for a commercially minded, customer-focused professional to make a tangible impact in a purpose-driven organisation.

Duties of the Customer Journey Manager:

• Lead and develop Inbound Sales, Order Processing, and Customer Excellence teams, driving performance and accountability.
• Own, monitor, and report on key KPIs including sales conversion, customer satisfaction, SLAs, and customer-related issues.
• Ensure efficient and accurate handling of enquiries, bookings, orders, and installations.
• Drive continuous improvement across sales processes, workflows, and customer communications.
• Identify risks, bottlenecks, and opportunities across the customer journey and implement effective solutions.
• Collaborate with internal departments to ensure seamless handovers and delivery of customer commitments.
• Oversee CRM systems (including Dynamics), ensuring data accuracy and optimising system performance.
• Manage returns, warranties, and escalated complaints, ensuring timely resolution and root cause analysis.
• Standardise processes, documentation, and best practice across customer-facing teams.
• Coach, develop, and performance manage team members through regular reviews and objective setting.
• Work with the Marketing team to improve customer review engagement across platforms such as Trustpilot and Google.
• Monitor customer feedback and use insights to drive continuous improvement initiatives.

In order to be successful in this role you must have:

• Strong leadership experience managing customer-facing or commercial teams.
• Proven ability to manage and improve end-to-end customer journeys.
• Data-driven with experience managing KPIs and performance metrics.
• Excellent communication and interpersonal skills, with high emotional intelligence.
• Confident handling complex or sensitive customer situations.
• Strong organisational skills with the ability to manage multiple priorities.
• IT proficient, including MS Office and CRM systems (Dynamics desirable).
• Proactive, solutions-focused, and commercially aware.

Core Values & Behaviours:

• Innovation Driven: Open to new ideas and continuous improvement.
• Service: Customer-first mindset with a proactive, solutions-led approach.
• Ethical & Fair: Acts with integrity, respect, and professionalism at all times.

This is a fantastic opportunity with a company I am extremely proud to recruit for.