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