Customer Experience Manager

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'll 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'll 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.