Customer Experience Manager

The Growth Foundation

. Lead and develop the Customer Service team, including quality, coaching, capacity and progression .

Posted 11/11/2026full-timeLondon • United KingdomMid-LevelSenior💰 £50,000 - £60,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in developing and managing a Customer Service team, focusing on customer retention, lifetime value, and actionable insights. Proficient in implementing AI-assisted customer service tooling and maintaining high service standards.

Highest-signal resume keywords

Customer Lifetime Value ManagementTeam Leadership and CoachingAI-Assisted Customer Service ToolingCustomer Insight AnalysisEmotional Intelligence

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Service StrategyQuality ManagementCapacity PlanningAutomation ImplementationData Analysis

Soft Skills

Emotional IntelligenceCuriosityEffective Communication

Tools & Technologies

AI ToolingCustomer Service Platforms

Industry Keywords

Customer RetentionService StandardsCustomer InsightCommercial ValueCustomer Experience

About the role

Key responsibilities & impact

Lead and develop the Customer Service team, including quality, coaching, capacity and progression
Prove and grow the commercial value of customer contact
Manage top customers, their retention and lifetime value
Map authority across the team to enable autonomous decisions
Maintain service standards by ticket type
Own customer insight end to end and ensure it reaches product, operations, brand and trading teams in an actionable form
Listen beyond the inbox and act before a ticket is raised
Implement automation and AI tooling from brief through embedding, including reviewing output quality before it reaches customers
Coordinate customer-facing communications with Operations when stock or logistics affect the customer experience

Requirements

What you’ll need

Commercial view of customer service, including customer lifetime value and cost to serve
Experience managing a team of two or more with real coaching, not rota management
Emotional intelligence and ability to understand customers' underlying needs
Writing that sounds like a person
Ability to provide insights to the team and other business functions
Experience rolling out customer service tooling end to end, including AI-assisted platforms
Curious and questioning mindset