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- Tasks: Lead customer service operations and enhance the customer journey with innovative solutions.
- Company: Olivia’s, a premium online destination for luxury furniture and home décor.
- Benefits: Competitive salary, dynamic work environment, and opportunities for professional growth.
- Why this job: Shape exceptional customer experiences and drive innovation in a fast-paced business.
- Qualifications: Experience in customer service management and a passion for operational excellence.
- Other info: Join a growing team dedicated to delivering outstanding style and service.
The predicted salary is between 36000 - 60000 £ per year.
Who are Olivia’s? Olivia’s is a premium online destination that curates luxury furniture and stylish home décor from leading designer brands. Our mission is to make every home exceptional, combining beautiful aesthetics with a seamless digital experience. We’re a fast‑paced, growing business passionate about delivering outstanding style and service.
What are we recruiting for? We are seeking an experienced and commercially minded Customer Experience Manager to lead our operational functions. This role is responsible for ensuring operational efficiency, cost control, and a consistently exceptional customer journey across customer service, procurement and logistics.
What will you be doing? You will be the go‑to person for escalations, operational issues, strategic improvements, and cross‑functional coordination. Reporting directly to the Managing Director, you will play a key role in shaping scalable processes, enhancing the brand tone of voice, and leveraging AI and automation to drive efficiency.
Key Responsibilities- Oversee and develop the customer service team to deliver exceptional, brand‑aligned customer interactions.
- Own customer escalations and complex issues, ensuring timely and satisfactory resolution.
- Elevate and refine Olivia’s tone of voice across all customer touchpoints.
- Analyse customer feedback, reviews, and service metrics to identify trends and implement improvements.
- Implement and optimise AI chatbots and automation tools to improve response times, consistency, and cost efficiency.
- Drive revenue growth through the customer service team by identifying upsell and cross‑sell opportunities, improving conversion from inbound enquiries, and embedding a sales‑focused mindset within customer interactions.
- Establish and track KPIs.
Customer Experience Manager employer: Moot Group
Contact Detail:
Moot Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream job.
✨Tip Number 2
Prepare for interviews by researching Olivia’s and understanding their brand tone of voice. We want to see how you can elevate customer experiences, so think about how you can align your answers with their mission and values.
✨Tip Number 3
Showcase your problem-solving skills! Be ready to discuss past experiences where you’ve tackled operational issues or improved customer journeys. We love candidates who can think on their feet and bring innovative solutions to the table.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we’re always looking for passionate individuals who are excited about making every home exceptional.
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Show Your Passion for Customer Experience: When writing your application, let us see your enthusiasm for creating exceptional customer journeys. Share specific examples of how you've improved customer experiences in the past and how that aligns with our mission at Olivia’s.
Tailor Your Application: Make sure to customise your CV and cover letter to highlight relevant experience that matches the role of Customer Experience Manager. We want to see how your skills can directly contribute to enhancing our operational efficiency and customer satisfaction.
Be Data-Driven: Since this role involves analysing customer feedback and service metrics, include any experience you have with data analysis. Show us how you've used data to drive improvements in customer service or operational processes in your previous roles.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you’re keen on joining our team!
How to prepare for a job interview at Moot Group
✨Know Olivia’s Inside Out
Before the interview, dive deep into Olivia’s brand, mission, and values. Understand their luxury furniture offerings and how they curate a seamless digital experience. This knowledge will help you align your answers with their goals and show that you're genuinely interested in the company.
✨Showcase Your Customer-Centric Mindset
As a Customer Experience Manager, your focus should be on delivering exceptional service. Prepare examples of how you've improved customer journeys in previous roles. Highlight specific metrics or feedback that demonstrate your impact on customer satisfaction and operational efficiency.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about potential escalations or operational issues you might encounter at Olivia’s and how you would handle them. Practising these scenarios can help you articulate your thought process clearly during the interview.
✨Discuss AI and Automation Enthusiastically
Since leveraging AI and automation is key to this role, come prepared to discuss your experience with these technologies. Share specific examples of how you've implemented chatbots or automation tools to enhance customer service, and be ready to suggest innovative ideas that could benefit Olivia’s.