Senior Customer Experience Manager

Senior Customer Experience Manager – TJC & Ideal World

Join TJC & Ideal World as a Senior Customer Experience Manager, leading end-to-end CX strategy while embedding Unreasonable Hospitality across all customer touchpoints. You’ll drive customer satisfaction, loyalty, and operational excellence.

Key Responsibilities:

• Lead CX operations for TJC & Ideal World, managing pre- and post-purchase interactions.
• Represent CX in key business discussions and Trading Meetings.
• Oversee call centre operations in Northern Ireland and Jaipur, ensuring seamless service.
• Manage customer engagement teams, including VIP Facebook community and personal shoppers.
• Optimize pending orders and warehouse coordination to ensure timely deliveries.
• Spearhead CX projects, compliance initiatives, and finance collaboration.

KPIs & Qualifications:

• Proven CX leadership experience in retail or e-commerce.
• Strong strategic, analytical, and interpersonal skills.
• Expertise in CRM, digital engagement, and call centre technologies.
• Passion for customer-first service and Unreasonable Hospitality.

Benefits:

• Profit Share, Pension Scheme, Medicash Health Plan
• Day off on Birthday, Employee Discounts, Referral Program
• Free breakfast & parking (London office), Cycle-to-work scheme
• Flexible growth culture with opportunities to develop

📍 Location: Feltham, London (Relocating to Staines in 2026)

Please send your cv and covering letter to:

kelly.lawrence@tjc.co.uk