About Stewart Golf
Stewart Golf designs and builds the world's finest powered golf trolleys, engineered and built in Gloucestershire, and shipped to customers around the world. Our customers expect a premium product backed by premium care, and that is where you come in.
Role Overview: The CX Manager leads the delivery of a consistently best-in-class, brand-aligned customer experience across Stewart Golf’s global UK and US operations. The role leads the UK customer care and service team, supporting them to work efficiently and to a consistently high standard, and communicates and reports on issues to help resolve them at root cause. Equally important, the CX Manager promotes company values and culture, driving cross-functional collaboration, accountability, and engagement across all customer care and service teams, ensuring a positive, performance-driven workplace aligned with the organisation’s mission.
Key Responsibilities
Customer Experience Leadership: Act as the champion of the customer across the business, ensuring their voice is heard and their perspective represented so that customer needs shape decisions, priorities, and strategy. Always advocate for the best possible experience and constructively challenge internally when appropriate.
Drive an outstanding experience for every customer, whether B2C or B2B, ensuring all are valued and served to the same high standard.
Handle escalated or complex customer issues to ensure timely resolution, monitor and manage customer review platforms across the UK and US, and capture customer feedback to share with the wider business.
Work closely with the Commercial Director and the B2B Sales Executive on the experience of domestic and international trade customers, ensuring service standards are consistent and communication channels are clear. Ownership of these B2B relationships and of new business sits with the Commercial Director’s team, but this role remains a close partner in delivering their day-to-day experience.
Team Leadership and Culture: Lead, coach, and support the customer care and service teams to work efficiently, chair weekly meetings to align global teams, conduct one-to-one reviews, and coordinate with the US General Manager on standards, procedures, and tone of voice for US staff.
Plan and deploy the team effectively to match demand, including rotas, capacity against contact volumes, and holiday, absence, and peak-period cover.
Drive a positive, performance-driven, values-aligned culture across the customer care and service teams through open communication, feedback, and engagement.
Pair with the Head of Systems and Quality to provide technical support, training, and product updates for UK and US service teams, and train customer care teams on new products, processes, and procedures.
Manage outsourced partners to maintain front-line performance and technical optimisation, and ensure escalations are actioned promptly.
Ensure close alignment with the Marketing function so that promotional activity is correctly captured and aligned with the customer care teams.
Systems, AI and Reporting: Make effective day-to-day use of back-end systems including Zendesk, Unleashed, and ShipTheory, leveraging AI wherever possible and feeding suggested optimisations to the Head of Systems and Quality, who owns system development and integration.
Monitor and enhance global reporting on customer care and service KPIs and performance, including customer satisfaction, team efficiency, and return reasons, to improve pre-purchase optimisation and operational visibility and help prevent issues at root cause.
Service, Warranty and Technical Support: Report warranty findings and key customer complaint drivers to the Head of Systems and Quality to inform root cause analysis and quality improvement.
Work with the Head of Systems and Quality to optimise team processes, ensuring internal efficiency and excellent customer service.
Our Values
We build world-class electric golf trolleys, but we also have built a team culture shaped by values we live every single day. These aren’t buzzwords, they are expectations we hold ourselves to and what we look for in anyone who joins us:
Team Player – we deliver professionalism and integrity to everything we do. We are reliable and accountable to our teammates.
Respectful – We are considerate, supportive and mindful of our teammates, customers and suppliers.
Positive – We are ‘glass half full’ people, bringing positive energy to invest in our work, and spreading it to our teammates.
Take Pride – We take pride in our work, our environment and ourselves.
Leader – We inspire and support our teammates to develop their skills at work and grow as individuals. Stewart Golf’s leaders aspire to these additional traits.
Communicative – We communicate clearly and regularly with team members.
Approachable – We are available to all team members to hear and discuss their thoughts.
Consistent – We are consistent with our behaviours and decision-making processes.
If these values describe how you want to work, you’ll thrive here.
At Stewart Golf, we’re driven by innovation, excellence, and a belief that golf should be enjoyed, with the freedom that our trolleys provide.
We’re not a faceless corporation. We’re still run by the same people who started it all in 2001 with an idea and a sketchpad, and these are the same people who you’ll find emptying the dishwasher.
If this sounds like your ideal working environment, we look forward to hearing from you
What You’ll Get
● Additional holiday accrual with length of service
● Modern, purpose-built facility with free parking
● Workwear provided
● Opportunities for growth
● A supportive, values-led workplace
Pay: From £42,000.00 per year
Benefits:
- Casual dress
- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- On-site parking
- Sick pay
Application question(s):
- Describe a time you turned customer or performance data into a change that improved your team's results.
Work Location: In person
