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- Tasks: Lead customer experience operations and enhance service quality across all touchpoints.
- Company: Olivia’s, a premium online destination for luxury furniture and home décor.
- Benefits: Up to ÂŁ40,000 salary, remote-friendly work, and a supportive team culture.
- Why this job: Join a fast-growing business and make a real impact on customer experiences.
- Qualifications: Experience in managing customer service teams and operational functions.
- Other info: Flexible work environment with opportunities for professional growth.
The predicted salary is between 24000 - 40000 ÂŁ per year.
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.
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.
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- Customer Experience
- 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.
- Logistics & Supply Chain
- Work closely with the Warehouse Manager/Supervisor to improve productivity and efficiency.
- Develop and refine operational processes to support scale and growth.
- Ensure strong communication between customer service and warehouse teams to prevent and resolve issues quickly.
- Work closely with the Procurement Lead to ensure cost‑effective purchasing and reliable supply.
- Review supplier & courier performance, negotiate where appropriate, and identify cost‑saving opportunities.
- Process Improvement & Cost Optimisation
- Conduct regular reviews of processes and expenditure across operations and customer experience.
- Identify inefficiencies and implement structured improvements.
- Leverage technology, AI tools, and automation to increase productivity and reduce operational costs.
- Build scalable systems and documentation to support future growth.
What will you bring to the party?
- Proven experience managing customer service teams and warehouse/operational functions.
- Strong understanding of e‑commerce customer journeys and best‑in‑class CX practices.
- Experience implementing or optimising AI chatbots and automation tools.
- Demonstrated ability to improve operational efficiency and reduce costs.
- Strong commercial awareness and data‑driven decision‑making skills.
- Confident handling of escalations and sensitive customer issues.
- Excellent communication skills with the ability to maintain and elevate the brand tone of voice.
- Experience managing budgets and reviewing expenditure.
- Strong organisational skills and the ability to prioritise in a fast‑paced environment.
What are we offering?
- This role offers an exciting opportunity to join a high‑paced, fast‑growth business with an enviable team of successful investors and backers.
- You will gain valuable experience working with an experienced team.
- Remote‑friendly and flexible work environment – up to 3 days in the office per week.
- Up to ÂŁ40,000 DOE.
- We have a great team, a friendly, welcoming environment, and a very positive can‑do culture.
Customer Experience Manager in Stafford employer: Moot Group
Contact Detail:
Moot Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in Stafford
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching Olivia’s and understanding their brand tone of voice. Think about how your experience aligns with their mission and be ready to share specific examples of how you've improved customer experiences in the past.
✨Tip Number 3
Showcase your skills with a portfolio or case studies. If you've implemented AI tools or improved operational efficiency before, bring that to the table! It’ll help us see how you can add value to our team.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re genuinely interested in joining our awesome team at Olivia’s.
We think you need these skills to ace Customer Experience Manager in Stafford
Some tips for your application 🫡
Show Your Passion for Customer Experience: When you're writing your application, let your enthusiasm for customer experience shine through. We want to see how you can elevate our brand tone of voice and create exceptional interactions. Share specific examples of how you've made a difference in previous roles!
Be Data-Driven: We love numbers! Highlight your experience with KPIs and how you've used data to drive improvements in customer service or operational efficiency. This shows us that you’re not just about the feel-good factor but also about making informed decisions.
Tailor Your Application: Make sure to customise your application to fit the role of Customer Experience Manager. Use keywords from the job description and relate your skills directly to what we’re looking for. This helps us see that you’re a perfect match for Olivia’s!
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about Olivia’s and what we stand for.
How to prepare for a job interview at Moot Group
✨Know Olivia’s Inside Out
Before your interview, dive deep into Olivia’s brand, mission, and values. Understand their luxury furniture offerings and customer experience philosophy. This will not only help you answer questions more effectively but also show your genuine interest in the company.
✨Showcase Your Customer Experience Expertise
Prepare specific examples from your past roles where you've successfully managed customer service teams or improved customer journeys. Highlight any experience with AI tools or automation that aligns with Olivia’s goals, as this will demonstrate your fit for the role.
✨Be Ready to Discuss Operational Efficiency
Think about how you can contribute to improving operational processes at Olivia’s. Be prepared to discuss strategies you've implemented in previous roles that led to cost savings or enhanced productivity, as this is a key responsibility of the position.
✨Ask Insightful Questions
Prepare thoughtful questions that reflect your understanding of the role and the company. Inquire about their current challenges in customer experience or logistics, and how they envision the Customer Experience Manager contributing to their growth. This shows you're proactive and engaged.