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- Tasks: Lead and transform customer experience across a multi-brand travel business.
- Company: Leger Shearings Group, a well-established travel organisation with ambitious growth plans.
- Benefits: Competitive salary, extensive travel benefits, 27 days holiday, and professional development opportunities.
- Other info: Opportunity for senior-level visibility and influence within the organisation.
- Why this job: Shape the future of customer experience and make a real impact in a dynamic environment.
- Qualifications: Proven CX leadership experience and strong analytical skills required.
The predicted salary is between 60000 - 60000 £ 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.
The Opportunity:
As Group Customer Experience Manager, you will own end-to-end customer experience across all brands and touchpoints, from first interaction through post tour advocacy. You will:
- 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:
You are a senior CX professional who brings credibility, gravitas and a strong commercial mindset. You will likely have:
- 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 £60,000 DOE
- Market leading travel benefits: up to £1,590 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 Rotherham 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 Rotherham
✨Tip Number 1
Network like a pro! Reach out to people in the travel and customer experience sectors. Attend industry events, webinars, or even local meetups. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Show off your expertise! Create a personal brand online by sharing insights about customer experience on LinkedIn or other platforms. This not only showcases your knowledge but also attracts potential employers who are looking for someone with your skills.
✨Tip Number 3
Prepare for interviews like it’s game day! Research the company thoroughly, understand their CX challenges, and come armed with ideas on how you can help them transform. Be ready to discuss your past successes and how they relate to the role.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us. Let’s make that connection!
We think you need these skills to ace Group CX Manager in Rotherham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer experience transformation. We want to see how your skills align with our vision for the Group CX Manager role.
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you've driven change and improved customer outcomes in previous roles. We love seeing quantifiable results!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can influence and inspire, so don’t be afraid to show us your passion for customer experience.
Apply Through Our Website: For the best chance of success, make sure you apply directly through our website. This helps us keep track of applications and ensures you’re considered for this exciting opportunity!
How to prepare for a job interview at Leger Shearings Group
✨Know Your CX Strategy Inside Out
Before the interview, make sure you thoroughly understand the current customer experience strategy of the company. Be prepared to discuss how you would enhance it and what specific changes you would implement based on your past experiences.
✨Showcase Your Leadership Skills
This role requires a change leader, so come ready with examples of how you've successfully led CX transformations in previous roles. Highlight your ability to influence senior stakeholders and drive cross-functional change.
✨Prepare for Data-Driven Discussions
Since the position involves owning key CX metrics, brush up on your analytical skills. Be ready to discuss how you've linked customer insights to financial performance and operational outcomes in the past.
✨Demonstrate Your Passion for Customer Experience
Let your enthusiasm for delivering outstanding customer experiences shine through. Share stories that illustrate your commitment to customer-first thinking and how you've embedded this mindset in previous organisations.