About the Role
At Kingswell Optical Studio, exceptional customer care is at the heart of everything we do. As we continue to expand our presence across the UK optical retail sector, we are seeking an experiencedSenior Customer Experience Manager to lead the development of customer-centric strategies that strengthen loyalty, improve service standards, and enhance every stage of the customer journey.
This is a senior leadership opportunity for a professional who thrives on creating meaningful customer experiences, empowering teams, and driving measurable improvements through data-driven decision-making. You will collaborate with operational leaders, retail teams, and support departments to ensure our customers consistently receive outstanding service.
Why Join Kingswell Optical Studio?
Customer-First Culture:
We believe exceptional service is the foundation of a successful business. Your ideas and initiatives will directly influence how we engage with customers and improve their experience.
Leadership Impact:
You will play a key role in shaping service standards, customer retention strategies, and operational excellence across the organization.
Professional Development:
We support continuous learning through leadership training, industry conferences, and development programs designed to help senior professionals advance their careers.
Collaborative Environment:
Work alongside experienced leaders who value innovation, accountability, and a commitment to excellence.
Key Responsibilities
Customer Experience Strategy
- Develop and implement customer experience initiatives that improve satisfaction, loyalty, and retention.
- Establish measurable service standards and performance indicators across customer-facing teams.
- Identify opportunities to enhance the customer journey through process improvements and service innovation.
Team Leadership
- Lead, coach, and mentor customer service supervisors and support teams.
- Foster a culture of accountability, professionalism, and continuous improvement.
- Conduct performance reviews and create development plans for team members.
Operational Excellence
- Monitor customer feedback, complaints, and service metrics to identify trends and improvement opportunities.
- Collaborate with retail and operations teams to streamline customer-facing processes.
- Ensure customer concerns are resolved efficiently and professionally.
Data and Performance Analysis
- Analyze customer satisfaction surveys, retention metrics, and service performance data.
- Produce regular reports and recommendations for senior management.
- Use customer insights to guide strategic business decisions.
Stakeholder Collaboration
- Partner with department leaders to align customer experience objectives with broader business goals.
- Present performance updates, improvement initiatives, and customer insights to executive leadership.
- Act as the voice of the customer across the organization.
What We Are Looking For
Experience
- Minimum of 7 years of experience in customer experience, customer success, retail operations, or service management.
- At least 3 years in a senior leadership or management position.
Leadership Skills
- Proven ability to lead high-performing teams and manage multiple priorities in a fast-paced environment.
- Strong coaching, mentoring, and people-development capabilities.
Analytical Ability
- Experience using customer satisfaction metrics, performance dashboards, and reporting tools to drive improvements.
- Strong problem-solving and decision-making skills.
Communication
- Excellent written and verbal communication skills.
- Comfortable presenting to senior stakeholders and influencing cross-functional teams.
Mindset
- Customer-focused, proactive, and results-oriented.
- Passionate about delivering exceptional service while balancing operational efficiency and business objectives.
Pay: £3,800.00-£5,500.00 per month
Work Location: In person
