At a Glance
- Tasks: Lead the transformation of customer experience for a major retailer, focusing on innovation and technology.
- Company: Dynamic multi-brand retailer in Greater Manchester with a focus on customer-centric operations.
- Benefits: Competitive salary, senior leadership package, and opportunities for professional growth.
- Other info: Join a senior leadership team with direct access to the CEO and influence key business decisions.
- Why this job: Shape the future of customer service and make a real impact in a fast-paced retail environment.
- Qualifications: Proven experience in leading customer functions and driving transformation in retail.
The predicted salary is between 99000 - 121000 £ per year.
Greater Manchester (office based, full time) Senior leadership package, C£110,000 + Benefits
Lead the customer function for a large multi‑brand retailer, at the point where the whole operation is being rebuilt around the customer and run as a commercial contributor rather than a cost to manage. Retail customer functions carry more moving parts than most: high volumes, seasonal peaks, returns and refunds, and customers who compare and switch in seconds. This is a transformation post. The contact centre is moving off an outsourced model, new technology is coming in, and the function is being redesigned from the ground up. It suits a customer leader who wants the room to build, not a narrow slice of an operation that already runs itself.
What You’ll Own
- The design of the customer operating model, and the commercial case for what the function becomes and where it sits
- The move of the contact centre from an outsourced model, one of the largest and most complex decisions in the role
- The technology agenda: choosing what comes in, and getting the business to adopt it and use the data properly
- Service design across the moments that carry the most weight in retail, including returns, refunds, peak trading and the balance of automated and human channels
- Retention and the commercial numbers behind loyalty and repeat purchase, and the plan to move them
- Building and coaching the team, setting clear measures and lifting capability across managers and agents
You’ll sit on the senior leadership team with direct access to the CEO, work closely with Trading, Operations, Marketing and Technology, and be trusted to make the calls that decide what this function becomes.
Our ideal applicant
- A customer leader who has owned a customer function end to end in a high‑volume, multi‑channel retail or consumer business
- Has led real transformation of a customer operating model, ideally including a move from outsourced delivery to in‑house
- Has brought in technology and knows the difference between buying it and getting a business to use it
- Runs the function commercially, with retention and cost numbers you can talk to
- Comfortable with the pace and complexity of retail, and drawn to building something rather than maintaining it
The package
- Competitive senior leadership package, C:110,000 full details shared on application
- Full time, office based in Greater Manchester
Customer Experience Director in Manchester employer: We Are Stellify
As a leading social housing provider in Greater Manchester, we pride ourselves on fostering a collaborative and inclusive work culture that prioritises employee development and well-being. With a competitive salary and comprehensive benefits package, we empower our team to take ownership of their roles while making a meaningful impact on the lives of our tenants. Join us to be part of a forward-thinking organisation that values innovation and excellence in customer service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Director in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at We Are Stellify. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like We Are Stellify before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Director in Manchester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to We Are Stellify:Your cover letter is your chance to shine! Tell us why you want to work at We Are Stellify specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at We Are Stellify!
How to prepare for a job interview at We Are Stellify
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
