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Customer Experience Manager
Rolls‑Royce - Catering, Hospitality & Retail Services
Driving engagement, partnership, and service excellence across a world‑class client account
We are looking for an exceptional Customer Experience Manager to join our on‑site team at Rolls‑Royce. This role is all about building trusted relationships with client stakeholders, understanding their needs, and ensuring our catering, hospitality, and retail services consistently exceed expectations.
What You'll Do
As a key partner to our client, you'll play a central role in shaping how our services are delivered and experienced across restaurants, cafés, event spaces, and retail environments. You'll work closely with Rolls‑Royce representatives and our central Compass team to coordinate initiatives, drive engagement, and support continuous improvement.
Your Responsibilities Will Include
Delivering seasonal activity calendars and central initiatives that enhance engagement across the Rolls‑Royce estate.
Implementing promotions, new launches, and local campaigns in collaboration with client stakeholders.
Driving sustainability and wellbeing initiatives, supporting progress against Net Zero and environmental commitments.
Planning and coordinating street‑food pop‑ups, guest chef activations, and supplier sampling to boost participation and visibility.
Leading and shaping our hospitality offer to maximise commercial impact and client satisfaction.
Ensuring smooth communication around new product launches through sampling and awareness campaigns.
Supporting and promoting retail initiatives, ensuring client teams are informed and engaged.
Managing digital screens and social media channels to share key messages and highlight site‑based activities.
Leading all customer feedback mechanisms, forums, and focus groups - bringing insight back to shape a best‑in‑class service.
Why this role is exciting
You'll be the face of our catering and retail services to a prestigious client.
You'll have scope to influence initiatives, shape experiences, and deliver creative engagement activities.
Every day brings variety-from event activation to stakeholder collaboration, sustainability projects, and service improvement.
Your work directly strengthens the partnership and enhances the experience for thousands of on‑site users.
Person Specification
Understand and support delivery of all contractual terms, SLAs, and service expectations
Act as a Compass ambassador, collaborating with peers to share best practice and solve problems
Monitor service and execution standards regularly and use audit insights to drive improvement
Ensure all promotions are correctly implemented
Maintain accurate product pricing in line with guidelines
Identify and escalate opportunities to enhance commercial performance or customer experience
Complete action plans following satisfaction surveys and customer feedback
Ensure all outlets are consistently set up and maintained to required standards
Deliver customer requirements in line with expectations
Use digital platforms effectively for promotional content and wellbeing updates
About Us
Part of Compass Group UK&I, ESS is the Defence, Government, and Energy services sector of Compass Group UK & Ireland. We support 250+ UK military establishments, high profile police, secure environments and government sites, along with a range of onshore and offshore facilities including platforms, drilling rigs, floatels and offices for the energy sector. We know that a friendly face makes all the difference, so we look for people who are passionate about delivering excellent customer service, at all levels, to join our teams.
Job Reference: com/2002/ / /SU #Defence
Compass Group UK&I is committed to fostering an environment where every individual can truly be themselves at work and has equal opportunities to advance in their careers. We strive to build a culture that respects and celebrates the unique talents, beliefs, backgrounds, and abilities of all our team members. We want our colleagues to feel valued, empowered to reach their full potential, and to thrive - because diversity is our strength