Customer Experience Manager in Yeovil

Trade House, Mead Avenue, Houndstone Business Park, Yeovil, BA22 8RT

Competitive

Permanent Full Time (37.5 hours) – Permanent

At Screwfix, our customers are at the heart of everything we do. Reporting to our Senior Customer Experience Manager, you’ll help shape seamless, end‑to‑end shopping experiences for millions across our omnichannel business. Using data and insight, you’ll identify pain points, drive improvements, and influence meaningful cross‑functional change.

If you’re collaborative, experienced in delivering results as a project lead or SME, and motivated by customer‑first thinking, this role offers the pace, variety, and opportunity to make a real impact.

Applications for this role will close on Monday 2nd February at 5pm.

What\’s in it for you?

• Discretionary annual bonus up to 20%
• 33 days\’ holiday (including bank holidays, 5 of which can be taken flexibly)
• Hybrid working with up to 2 days working from home
• Flexible start and end times around core working hours
• Buy More Holiday – eligible colleagues can boost their holiday allowance by up to one extra week
• EV Car Scheme in Partnership with Tusker – eligible colleagues can lease a brand‑new or pre‑loved electric vehicle
• Up to 14% employer pension contributions
• Life cover up to 4x your salary
• Health cash plan and discounted gym memberships (up to 25% savings)
• 20% discount at Screwfix and B&Q

Key responsibilities

You’ll be the voice of the customer in the room, using insight and data to drive meaningful improvements. That includes:

• Utilising customer insights to inform product development, marketing, and service improvements.
• Identifying customer pain points and opportunities for improvement across the
• Being a driving force to streamline customer interactions and reduce friction points.
• Delivering improvements to agreed focus areas working cross‑functionally with business process, projects, and system owners.
• Joining projects as an SME to ensure omni‑channel customer experience is considered and implemented as change is delivered.
• Collaborate with relevant functional areas to optimise processes that impact the customer experience.
• Supporting the creation of customer communication strategies, ensuring consistent and effective messaging across all channels.
• Supporting creation of customer communication during product launches, service updates, and issue resolutions.
• Tracking and measuring the success of delivered changes.

Required skills & experience

• Experience in customer experience management, customer service, or a related field preferred.
• Proven leadership experience, with a track record of working cross functionally and driving results.
• Strong analytical skills with experience in data‑driven decision‑making.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively with cross‑functional teams.
• Passion for customer service and a deep understanding of customer needs.

Financial wellbeing

• Wagestream access to track earnings and save
• Access to the Kingfisher Share Scheme
• Exclusive offers and discounts via our Hapi app
• Cycle‑to‑work scheme and savings on bikes

Every day benefits

• Career progression and development programmes
• Coaching and mentoring to help you thrive
• Access to wellbeing resourcing including PepTalk

Recruitment Process

We review applications on an individual basis, and if we feel you would be a good fit we’ll invite you for a call or Teams video for an informal chat about the role, and to see if we’re a good fit for you. From there you can expect a comprehensive process, with regular contact from the Talent Acquisition team who are always available, for any queries you may have.

We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity that excites you.

Sustainability at Screwfix

We’re committed to building a better future for our community and our planet. That’s why we’re doing everything we can in six key areas: eliminating carbon emissions, reducing and recycling waste, sourcing responsibly, keeping products in use for longer, selling more sustainable products and providing sustainable packaging. We’re on a mission to put sustainability at the forefront of everything we do. Join us.

We’ve worked hard to create a culture of inclusivity and genuine community. We’re a company built on teamwork, and the best teams are ones in which everyone can share their view. Whatever your background, however you identify, you’ll be listened to, encouraged, and given the tools and training you need to get ahead. You’ll always know where you are with us. We’re open. We’re fair. And we believe in opportunities for everyone.

Please let us know at careers@screwfix.com if you need any additional support or adjustments when it comes to your application.

NO AGENCIES PLEASE

#LI-Hybrid

Bonus

We believe that success should be shared and hard work should be rewarded. Our yearly bonuses are based on our business targets and measures.

Cycle to work

Whether you’re a keen cyclist or looking to take up a healthy hobby, enjoy savings of up to 25‑39% on bikes and accessories through the Cycle to Work Scheme.

High Street Shopping Discounts

As well as discounts at Screwfix and B&Q, you can save money at other major high street retailers.

Share Plans

Become a Kingfisher shareholder with a variety of schemes to choose from.

Look after your mind and body with 20% off a Nuffield Gym membership, starting with a Health MOT and free 7-day pass.

Simply Health

From dental care to acupuncture, you can customise your health plan and claim back money for treatments.

Long Service Awards

From extra pay to bonus holiday days, we’ll celebrate your milestones with tangible rewards. It’s our way of thanking you for building a career with us.

Pension

With our award‑winning pension plan, you choose your contribution amount and we add as much as 14% per month.

Life Cover

If you opt into our pension scheme, you’ll receive up to 4x your annual salary through Death in Service payment.

Retail Trust

Look after your mental health with free wellbeing resources, including a confidential counselling service.

Screwfix and B&Q Discounts

As a member of the Kingfisher group, you’ll enjoy 20% off all B&Q and Screwfix products.

Mind Training

We have partnered with Mind, the UK’s leading mental health charity, to provide our colleagues the support and tools needed to look after your mental health.

Screwfix Community

Whether you’re working from our stores, our offices or your home, you can easily stay in touch with colleagues and access the resources you need.

Self-Development

Whether you want to advance your job related skills or learn how to play the guitar, take advantage of our amazing learning tools on offer such as LinkedIn Learning.

Enhanced Family Leave

Our Enhanced Family Leave policy and resources are inclusive for all parents and include competitive pay terms, going above and beyond statutory requirements.

Training programmes

We’re growing, and we want our people grow with us. That’s why we pull out all the stops to make sure our people continue to learn and develop new skills. It’s all about giving you the tools to build a career that’s right for you.

Open Development Programme

You can take your career almost anywhere at Screwfix. Whether you want to side‑step into another department or expand your business knowledge, this programme offers a huge range of learning modules and is open to all colleagues.

For those looking to step into management, this programme focuses on action‑based learning. Under close mentorship, you’ll develop leadership skills as you take on real business challenges.

“It’s a really diverse opportunity to see your work come to life across some of the biggest platforms – whether it be magazines, radio, tv, newspaper. It’s really exciting.”

“Lots of other business areas look to us to help them understand customer data and give them support. There’s lots of responsibility.”

“Lots of other business areas look to us to help them understand customer data and give them support. There’s lots of responsibility.” Sully Lawrence | Data Scientist

“When the opportunity came up to do this job I totally put everything into it, it\’s what I\’ve wanted to do for years.”

“When the opportunity came up to do this job I totally put everything into it, it\’s what I\’ve wanted to do for years.” Immy Love | Screwfix Live Marketing Manager

Be yourselfat Screwfix

We all do better when we’re celebrated for who we are. Which is why a warm, equal and inclusive culture is integral to our culture at Screwfix. Our Employee Inclusion Network, \’Us\’, helps colleagues to share ideas and work collaboratively in pursuit of a fairer, more diverse workplace. With the support of our leadership team, ‘Us’ is comprised and led by true Ambassadors for Diversity & Inclusion. It’s an open space where colleagues can share experiences, learn about allyship, and ultimately, feel free to be themselves.

Head Office

Our Head Office is in Yeovil, Somerset: a beautiful location in the heart of the West Country. Within easy reach of London, working flexibly in Somerset offers a great balance of tranquillity and opportunity.

Application process

Apply

Applying online is simple. Fill in some basic details and upload your most recent CV. If you’re applying for a S.A. you’ll also need to complete a Situational Judgement Test.

Interview

Prior to your interview, we recommend a thorough read of our careers page and even a trip to your local Trade Counter, to learn as much about us as possible. Your interview will consist of competency‑based questions, and a chat about your experience, knowledge of Screwfix and the role you’ve applied for. Interviews may be held on the phone or over video chat, followed by a visit to store to meet the team.

Offer

If we think we’re a good match, we’ll make you an official offer. Once you’ve accepted and we’ve completed the pre‑employment checks, you’ll receive your shiny new contract.

Sign up for job alerts and be the first to hear about new roles.