My client is a fast-growing e commerce business based in the Golbourne area. They have been identfiyed at one of the Financial Times’ fastest-growing companies, consistently ranked among the top for the last four years. Their rapid growth is driven by a commitment to quality, sustainability, and exceptional customer experience. As they continue to scale, they are looking for a highly experienced Customer Experience Manager. Role Purpose To lead, develop, and motivate the Customer Experience team to deliver outstanding service, while driving continuous improvement in processes and performance to enhance the customer journey. Key Responsibilities * Lead, support, and motivate the Customer Experience team to deliver exceptional customer service. * Act as a key point of escalation for complex customer issues, ensuring timely resolution and clear communication. * Provide regular detailed reporting on refunds, customer metrics, and performance insights to the CEO and senior management. * Balance refund levels against average selling price to work towards best practice benchmarks for the business. * Recruit, induct, and develop team members to support business growth. * Work closely with senior management to define and implement KPIs and identify process improvements focused on optimising the customer journey. * Act as a champion for customer experience across all departments, promoting retention and loyalt...