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- Tasks: Lead and enhance the entire eCommerce customer journey for a premium interiors brand.
- Company: Join a growing, design-led retail business focused on exceptional customer experience.
- Benefits: Gain ownership of your role and make a real impact in a fast-paced environment.
- Why this job: Shape a premium customer experience and drive improvements in service performance and loyalty.
- Qualifications: Experience in eCommerce customer experience and strong leadership skills required.
- Other info: Collaborate with diverse teams and enjoy a dynamic work culture.
The predicted salary is between 36000 - 60000 £ per year.
Wolviston Management Services are delighted to be supporting a growing, design-led retail business in the appointment of an eCommerce Customer Experience Manager. This is a key, senior-facing role with full ownership of the end-to-end customer journey across all digital and service touchpoints. You will play a pivotal part in shaping a premium, brand-aligned customer experience while driving measurable improvements in service performance, operational efficiency and customer loyalty.
The Role
Reporting into the wider Senior Leadership Team, you will take responsibility for enhancing the complete customer lifecycle — from first interaction through purchase, delivery, aftercare and repeat engagement. Combining a data-driven mindset with hands-on leadership, you will identify friction points across the journey and implement scalable improvements that positively impact CSAT, NPS, conversion and retention. You will work closely with eCommerce, Operations, Logistics and external partners to ensure the customer experience reflects the quality, tone and service standards expected of a premium interiors brand.
Key Responsibilities
- Own and continuously improve the end-to-end eCommerce customer journey across web, email, delivery, returns, aftercare and reviews.
- Identify and prioritise customer pain points, including product information gaps, delivery uncertainties, damages and returns complexity.
- Lead and manage day-to-day customer experience performance across all service channels (email, phone, live chat, social and marketplaces where applicable).
- Set, monitor and improve service SLAs and KPIs, driving response times, resolution quality and overall service excellence.
- Develop robust processes for common interiors challenges, including lead times, backorders, delivery booking and tracking.
- Lead, coach and develop the customer service team (in-house and/or outsourced), fostering a high-performance, customer-first culture.
- Implement quality assurance frameworks, including QA scorecards, coaching, calibration and tone-of-voice standards.
- Support workforce planning and peak trading readiness across seasonal and promotional periods.
- Collaborate with 3PLs, couriers and installation partners to enhance delivery experience and reduce service exceptions.
- Use data, insight and reporting to inform decision-making and continuous improvement initiatives.
About You
To be successful in this role, you will bring:
- Proven experience in eCommerce customer experience or customer operations management.
- Background within interiors, homeware, furniture, premium retail or a high-consideration product environment (preferred).
- Strong understanding of fulfilment, delivery and returns processes and their impact on customer experience.
- Demonstrated experience in journey mapping, process design and cross-functional improvement delivery.
- Confidence working with data, reporting tools and performance metrics.
- A proactive, solutions-focused mindset with strong stakeholder management skills.
- Experience leading and developing customer service teams in a fast-paced environment.
Why Apply?
This is an excellent opportunity to join a growing, forward-thinking business where customer experience sits at the heart of the brand proposition. The role offers genuine ownership, influence and the opportunity to make a lasting impact within a premium retail environment.
Customer Experience Manager in Yarm employer: Wolviston Management Services
Contact Detail:
Wolviston Management Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience Manager in Yarm
✨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 the company and its customer experience approach. Think about how your skills align with their needs and be ready to share specific examples of how you've improved customer journeys in the past.
✨Tip Number 3
Showcase your data-driven mindset! Be prepared to discuss how you've used metrics to identify pain points and drive improvements in customer satisfaction. This will demonstrate your ability to make informed decisions that align with their goals.
✨Tip Number 4
Don't forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our brand.
We think you need these skills to ace Customer Experience Manager in Yarm
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in eCommerce customer experience. We want to see how your skills align with the role, so don’t be shy about showcasing relevant achievements!
Showcase Your Data Skills: Since this role involves a data-driven mindset, include examples of how you've used data to improve customer experiences in the past. We love seeing numbers that back up your claims, so don’t hold back!
Highlight Leadership Experience: As a Customer Experience Manager, you’ll be leading teams. Share your leadership style and any successful initiatives you've implemented to foster a customer-first culture. We’re keen to know how you inspire others!
Apply Through Our Website: We encourage you to apply directly through our website for a smoother process. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates!
How to prepare for a job interview at Wolviston Management Services
✨Know the Customer Journey Inside Out
Make sure you understand the entire customer journey from first interaction to aftercare. Be ready to discuss how you would enhance each touchpoint and share examples of how you've improved customer experiences in previous roles.
✨Data-Driven Decision Making
Since this role requires a strong understanding of data, come prepared with examples of how you've used data to identify pain points and drive improvements. Familiarise yourself with key metrics like CSAT and NPS, and be ready to discuss how you would monitor and improve these in your new role.
✨Showcase Your Leadership Skills
As a Customer Experience Manager, you'll need to lead and develop teams. Prepare to talk about your leadership style and provide examples of how you've fostered a customer-first culture in past positions. Highlight any coaching or mentoring experiences you've had.
✨Collaborate and Communicate
This role involves working closely with various teams and external partners. Be ready to discuss how you've successfully collaborated across departments in the past. Think of specific instances where your communication skills helped resolve issues or improve processes.
