CUSTOMER EXPERIENCE OPERATIONS MANAGER CARDIFF, HYBRID £65-70K CAR ALLOWANCE 10% BONUS A worldwide distributor of products, services and supplies for the healthcare sector is looking for a Customer Experience Operations Manager to join their team. You will be responsible for shaping and leading the customer journey, implementing improvements that build long-term partnerships and success for our customers. BENEFITS Not only does the role have a competitive salary, 25 days of holiday a year with the option to buy more, but the company also offers life insurance, a cycle to work scheme, subsidised gym membership, employee discounts, health and wellbeing support and much more. RESPONSIBILITIES As a Customer Experience Operations Manager you will: * Define and lead the customer experience strategy, embedding a customer-first culture across the business, ensuring a high-quality service is delivered consistently. * Develop customer feedback programmes, utilising insights to implement improvements across product, service, and support. * Partner closely with sales, marketing, and operational teams to ensure collaboration and the delivery of excellence for the customer. * Drive initiatives that improve service delivery and proactive customer support. * Track and report on key customer experience metrics, including satisfaction, retention, repeat purchase, and service utilisation etc. * Align customer experience initiatives with commercial goals, ensuring tangible business impact. * Build and lead a high-performing customer experience team. * Coach and develop team members to ensure outstanding performance and professional growth. REQUIREMENTS To be considered for the role of Customer Experience Operations Manager you must have: * Experience working at a senior level within customer experience, service, or customer success. This experience within healthcare or technical equipment is desirable but not essential. * A solid understanding of complex B2B customer journeys, including sales, service, and technical support. * Experience using CRMs to track customer engagement and generate insights (salesforce experience is advantageous). * A proven ability to drive cultural change with a focus on customer-centricity. * Excellent stakeholder management and cross-functional leadership. * Strong analytical skills with experience of customer insight platforms, reporting dashboards, and KPIs. * Commercially astute with a track record of delivering improvements that impact revenue and customer loyalty. * Exceptional communication, influencing, and leadership skills. NEXT STEPS So, if you possess a passion for design, and are interested in becoming a Customer Experience Operations Manager, then apply with your CV today. Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected. Why miss out? Apply now