Job Description
Senior Customer Experience Manager – TJC & Ideal World
Join TJC & Ideal World as a Senior Customer Experience Manager, leading end-to-end CX strategy while embedding Unreasonable Hospitality across all customer touchpoints. You’ll drive customer satisfaction, loyalty, and operational excellence.
Key Responsibilities:
* Lead CX operations for TJC & Ideal World, managing pre- and post-purchase interactions.
* Represent CX in key business discussions and Trading Meetings.
* Oversee call centre operations in Northern Ireland and Jaipur, ensuring seamless service.
* Manage customer engagement teams, including VIP Facebook community and personal shoppers.
* Optimize pending orders and warehouse coordination to ensure timely deliveries.
* Spearhead CX projects, compliance initiatives, and finance collaboration.
KPIs & Qualifications:
* Proven CX leadership experience in retail or e-commerce.
* Strong strategic, analytical, and interpersonal skills.
* Expertise in CRM, digital engagement, and call centre technologies.
* Passion for customer-first service and Unreasonable Hospitality.
Benefits:
* Profit Share, Pension Scheme, Medicash Health Plan
* Day off on Birthday, Employee Discounts, Referral Program
* Free breakfast & parking (London office), Cycle-to-work scheme
* Flexible growth culture with opportunities to develop
📍 Location: Feltham, London (Relocating to Staines in 2026)
Please send your cv and covering letter to:
kelly.lawrence@tjc.co.uk