Our client, an incredibly well-established Manufacturer of High-End Display/Presentation products, primarily into the Luxury Hospitality industry, are actively seeking an incredible Customer Experience Manager to join their West London operation on a 12-month maternity contract. Working in a fun, sociable office and with plenty of responsibility to really leave your mark on the business, this is an incredible opportunity for the right candidate!

Our client have been established for over 30 years and, in that time, have consolidated themselves as one of the market leaders in their industry. Offering a creative platform in which their clients can become more involved in creating innovative luxury solutions to really differentiate their brand, they are continuing to grow year-on-year. Due to maternity within their senior leadership team, they are looking for the right candidate to oversee their Customer Experience function (5 FTE), ensuring an incredible service/experience is afforded to each and every B2B client. In a nutshell, your responsibilities will include:

- Overseeing a team of 5 FTE (4 in the UK/one in the US) to ensure they deliver an exceptional experience to all B2B clients
- Inspiring and developing CX team to constantly deliver from first enquiry to post-sale engagement
- Driving continuous improvement across every stage of the customer journey - identifying inefficiencies/spotting service gaps/introducing smarter ways of working
- Leveraging HubSpot to streamline ticketing/reporting/communication/service delivery - leading adoption of newly implemented CRM
- Acting as the voice of the customer internally - working with the leadership team to map customer touchpoints/implement proactive service improvements
- Conducting regular performance reviews/training/1-1's
- Acting as the escalation point for complex/sensitive customer issues
- Partnering with separate Sales/Operations team to ensure aligned customer approach
- Monitoring key metrics including response times/satisfaction/NPS/issue resolution

In order to be considered for this position, it is ESSENTIAL that you have the following:

- Minimum of 4 years' experience in people management (within a Customer Service/Contact Centre environment)
- Inspirational leadership style/coaching mindset
- Hands-on, demonstrable experience with HubSpot (including automation/workflows/ticketing/reporting/optimisation)
- Commercial understanding of Sales/Operations/Supply Chain
- Ability to thrive in a fast-paced environment
- Tech-savviness, with the confidence to evaluate and introduce new tools
- Fun, sociable personality
Although not essential, any candidates with people management experience within a Luxury Product background are urged to apply!

In addition to a very competitive basic salary, our client are also offering the following:

- 10% annual bonus
- Hybrid-working pattern (after completion of 3-month probation)
- Fantastic working hours (Monday - Friday: 9.00am - 5.30pm)
- Fun office atmosphere

Our client are looking to move very quickly on this, so any interested candidate(s) are urged to apply at their earliest convenience!