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About The Role
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.
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.
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.
Your responsibilities will include:
* Leading strategies that improve customer experience across all service channels
* Using data and feedback to drive plans that enhance loyalty and reduce contact
* Promoting a "think customer" mindset across the operation
* Supporting the roll-out of the "one best way" approach for consistent service and process delivery
* Coaching and developing a high-performing Customer Service team
* Setting clear goals and KPIs, providing regular feedback and performance support
* Running team stand-ups to improve collaboration, solve issues, and share updates
* Partnering with the CI Specialist to embed continuous improvement practices
* Delivering high-impact training sessions that support team capability and growth
* Collaborating with Ecommerce, Transformation and Insights teams to align initiatives
* Engaging with outsourced partners to ensure consistent service quality
* Supporting the integration of AI tools that personalise service while maintaining a human touch
About You
* Strong experience in a Customer Experience Manager role within a fast-paced, multi-channel retail environment
* Able to identify opportunities to improve contact centre operations and customer satisfaction
* Skilled in analysing data and using insight to shape strategy and drive decision-making
* Proven ability to lead, coach and inspire teams toward shared goals
* Confident managing change and engaging cross-functional stakeholders
* Familiar with implementing system improvements and digital solutions that enhance customer journeys
* Passionate about continuous improvement and creating a culture of innovation and accountability
* Able to stay resilient and adaptable in a fast-moving retail environment
Benefits
In addition to competitive salaries, we also offer the below core benefits:
* 20% colleague discount, which increases with length of service
* 25 days annual leave plus bank holidays (pro-rata basis dependant on contracted hours)
* Optional extra holiday buy scheme up to 5 days per year
* PLUS 1 extra free day leave to support your wellbeing
* Thrive Recognition Scheme
* Employee Assistance Programme & Wellbeing support provided by the Retail Trust
* Life Assurance
* Retail Rewards platform offering discounts for multiple retailers
* Pension Scheme
* Access to a wide range of career development
* Additional benefits may apply depending on your role and area of the business
About Matalan
From humble beginnings to disruptive innovations in the retail industry, find out about how Matalan is ever-evolving here on our careers site.
We know as a team, we are stronger together - we champion equality for all and make lasting connections that go beyond work. We thrive off our inclusive culture, encouraging our colleagues to bring their true selves to work and contributing to collective creativity, open-mindedness and growth.
We want give every candidate the opportunity to perform at their best throughout the application and interview process and then ultimately in their role. If you require any adjustments during our recruitment process, please don't hesitate to let us know. In the event that a high volume of suitable applications are received, the post may close prior to the specified closing date. Please apply as soon as possible if interested.
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