<h3 class="theme-panel-header text-2xl pb-6 theme-vacancy-section-title">About The Role</h3><p>At Matalan, we’re proud to put our customers at the heart of everything we do. As our business grows and evolves, so do the needs of our customers. That’s where you come in.</p><p>As a Customer Experience Manager, you’ll play a key role in shaping and delivering a seamless, high-quality experience across our multi-channel operation. With a focus on reducing friction and improving customer satisfaction, you’ll lead initiatives that improve interactions, enhance operational efficiency, and support team development.</p><p>You’ll use insight and feedback to identify pain points and lead on plans that build loyalty, satisfaction and trust. By combining a human-first approach with smart use of technology, including AI, you’ll help us build a service that’s consistently excellent and truly customer-focused.</p><p><strong>Your responsibilities will include:</strong></p><ul><li>Leading strategies that improve customer experience across all service channels</li><li>Using data and feedback to drive plans that enhance loyalty and reduce contact</li><li>Promoting a “think customer” mindset across the operation</li><li>Supporting the roll-out of the “one best way” approach for consistent service and process delivery</li><li>Coaching and developing a high-performing Customer Service team</li><li>Setting clear goals and KPIs, providing regular feedback and performance support</li><li>Running team stand-ups to improve collaboration, solve issues, and share updates</li><li>Partnering with the CI Specialist to embed continuous improvement practices</li><li>Delivering high-impact training sessions that support team capability and growth</li><li>Collaborating with Ecommerce, Transformation and Insights teams to align initiatives</li><li>Engaging with outsourced partners to ensure consistent service quality</li><li>Supporting the integration of AI tools that personalise service while maintaining a human touch</li></ul><p><strong>About You</strong></p><ul><li>Strong experience in a Customer Experience Manager role within a fast-paced, multi-channel retail environment</li><li>Able to identify opportunities to improve contact centre operations and customer satisfaction</li><li>Skilled in analysing data and using insight to shape strategy and drive decision-making</li><li>Proven ability to lead, coach and inspire teams toward shared goals</li><li>Confident managing change and engaging cross-functional stakeholders</li><li>Familiar with implementing system improvements and digital solutions that enhance customer journeys</li><li>Passionate about continuous improvement and creating a culture of innovation and accountability</li><li>Able to stay resilient and adaptable in a fast-moving retail environment</li></ul><div class="absolute bottom-2 right-2"><button onclick="scrollToTop()" class="theme-primary p-2 rounded-lg flex"> <i translate="no" class="material-symbols-outlined"> arrow_upward </i> </button></div>