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- Tasks: Lead customer experience transformation and shape strategy for a multi-brand travel business.
- Company: Leger Shearings Group, a well-established organisation with strong heritage brands.
- Benefits: Competitive salary, market-leading travel perks, 27 days holiday, and professional development.
- Other info: Opportunity for senior-level visibility and influence within the organisation.
- Why this job: Make a real impact on customer experience and drive change in a dynamic environment.
- Qualifications: Proven CX leadership experience and strong analytical skills.
The predicted salary is between 60000 - 60000 ÂŁ per year.
Shape the customer experience agenda of a multi‑brand travel business at a pivotal moment of transformation and growth. Leger Shearings Group is seeking an experienced and commercially astute Customer Experience leader to join our management team in a role with genuine influence, visibility and scope. This is a rare opportunity to define, embed and lead a group‑wide CX strategy within a well‑established organisation with strong heritage brands and ambitious growth plans. This is not a role for a CX custodian. We are looking for a change leader – someone who has successfully built CX capability from a low maturity baseline, elevated customer thinking at all levels of the business, and hard‑wired customer outcomes into how a business operates, measures success and makes decisions.
Responsibilities
- Set the vision, standards and governance for customer experience across the Group
- Lead a cultural transformation, embedding customer‑first thinking into strategy, operations, metrics and behaviours
- Translate customer insight into commercially impactful change–improving loyalty, retention, reputation and lifetime value
- Act as the voice of the customer at senior leadership and Board level, influencing priorities, investment decisions and performance management
You will work closely with peers across Marketing, Contact Centre, Operations, Product and Finance, holding the organisation to account for the experience it delivers.
What You Will Be Accountable For
- CX Strategy & Leadership
- Define and deliver a group wide CX strategy aligned to business growth, brand positioning and profitability
- Establish clear CX objectives, success measures and accountability at executive and operational levels
- Act as a senior sponsor for customer‑led change initiatives
- Customer Insight & Journey Design
- Build a robust, scalable insight framework using our CX platform, feedback, reviews and qualitative insight
- Lead customer journey mapping and redesign across priority journeys
- Identify systemic issues and translate insight into prioritised improvement plans
- CX Governance, Metrics & Performance
- Own key CX metrics (e.g. NPS, CSAT, complaints, retention) and connect them directly to financial performance
- Deliver compelling reporting and insight to the Senior Leadership Team and Board
- Ensure customer outcomes are reflected in scorecards, incentives and decision making
- Complaint Strategy & Risk Management
- Set the strategic approach to complaint handling and regulatory compliance
- Reduce complaint volumes through root‑cause resolution, not just process efficiency
- Ensure customer rights, fairness and reputational risk are actively managed
- Culture, Capability & Influence
- Build CX capability across the organisation, not just within a central function
- Win hearts and minds, challenge legacy ways of working and drive sustained behavioural change
- Role‑model the Group's mission and CARE values at all times
About You
- A proven track record of leading CX transformation in a complex, multi‑touchpoint organisation
- Experience working with senior leadership or director level, with regular exposure to Boards or Exec committees
- Demonstrable success in embedding customer experience where maturity was previously low
- Strong analytical capability, with experience linking CX insight to financial and operational outcomes
- Deep understanding of complaint management, UK consumer protection and regulatory environments
- The confidence and influence to challenge senior stakeholders and drive cross‑functional change
- Experience within travel, tourism or hospitality is highly desirable, alongside a genuine passion for delivering outstanding customer experiences.
What We Offer
- Competitive salary up to ÂŁ60,000 DOE
- Market leading travel benefits: up to ÂŁ1,590 annually for you and your partner to experience a Leger Shearings Group tour, plus 5 additional days' paid leave to enjoy it
- 27 days' holiday (excluding public holidays), including paid leave for your birthday and Christmas Eve
- Senior‑level visibility, influence and the opportunity to leave a lasting legacy
- Ongoing professional development and executive level exposure
Please note that we are not inviting referrals from recruitment agencies at this time.
Group CX Manager in Rawmarsh employer: Leger Shearings Group
Contact Detail:
Leger Shearings Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Group CX Manager in Rawmarsh
✨Tip Number 1
Network like a pro! Reach out to people in the industry, especially those who work at Leger Shearings Group. A friendly chat can open doors and give you insights that might just set you apart from other candidates.
✨Tip Number 2
Prepare for interviews by diving deep into the company’s values and recent projects. Show us how your experience aligns with their customer-first approach and be ready to share specific examples of your past successes in CX transformation.
✨Tip Number 3
Don’t underestimate the power of follow-ups! After an interview, drop a quick thank-you note. It shows your enthusiasm and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit for the role.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, you’ll have access to all the latest opportunities and updates directly from us at StudySmarter.
We think you need these skills to ace Group CX Manager in Rawmarsh
Some tips for your application 🫡
Tailor Your CV: Make sure your CV speaks directly to the Group CX Manager role. Highlight your experience in leading CX transformations and how you've influenced senior leadership decisions. We want to see how you can shape our customer experience agenda!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us about your passion for customer experience and how you've successfully built CX capabilities in previous roles. Show us why you're the change leader we're looking for!
Showcase Your Analytical Skills: Since this role involves linking CX insights to financial outcomes, make sure to include examples of how you've used data to drive impactful changes. We love numbers that tell a story, so don’t hold back!
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and get to know you better. Let’s make this happen together!
How to prepare for a job interview at Leger Shearings Group
✨Know Your CX Stuff
Make sure you brush up on the latest trends and best practices in customer experience. Be ready to discuss how you've successfully led CX transformations in previous roles, especially in complex environments. This will show that you’re not just familiar with the theory but have practical experience to back it up.
✨Showcase Your Analytical Skills
Prepare to talk about how you've linked customer insights to financial outcomes in the past. Bring examples of key metrics you've owned, like NPS or CSAT, and how you've used them to drive change. This will demonstrate your analytical capability and understanding of how CX impacts the bottom line.
✨Be a Change Leader
This role is all about driving cultural transformation. Think of specific instances where you've embedded customer-first thinking into an organisation's strategy or operations. Share how you’ve won over stakeholders and challenged legacy processes to create a more customer-centric culture.
✨Prepare for Senior-Level Conversations
Since you'll be acting as the voice of the customer at senior leadership levels, practice articulating your ideas clearly and confidently. Be ready to discuss how you would influence priorities and investment decisions, and think about how you can effectively communicate the importance of customer outcomes to the Board.