Customer Experience Manager (Maternity Cover, 12 months)
Start date: ASAP | Reports to: COO
About Craster
Craster enables premium hospitality brands to deliver unforgettable guest experiences through intelligent design and exceptional service. We partner with many of the world's best known luxury hotels and restaurant groups, creating sector leading serveware and mobile F&B solutions.
Our Values
We care | Be curious | Do the right thing | Deliver excellence | Open to challenge
The Role
We are looking for a Customer Experience Manager to lead our Customer Experience Team during a 12 month maternity cover. You will shape how customers experience our brand, own the end to end journey, and drive improvements across processes, systems, and collaboration. You will also lead the team's use of HubSpot Service Hub and introduce AI response tools where they add real value.
What You'll Do
* Lead, coach, and inspire a team to deliver a consistent five star experience
* Own the journey from first inquiry to fulfilment and post sale care
* Partner with Sales and Operations for accurate orders, timely dispatch, and proactive communication
* Act as escalation point for complex issues and resolve them quickly and thoughtfully
* Identify and deliver process improvements that reduce friction and increase impact
* Build out HubSpot Service Hub and leverage AI tools sensibly to improve speed and quality
* Track OTIF, response times, and CSAT, and turn insights into action
What We're Looking For
* 7+ years in B2B customer care or customer experience in a product environment
* 5+ years of line management with clear results in team development
* 3+ years using HubSpot Service Hub for support operations
* Strong commercial grasp of sales and supply chain
* Excellent communication, problem solving, and decision making
* Organised, detail focused, and comfortable with technology
* Curious, process minded, and energised by change
Measures of Success
* Strong OTIF and faster response and resolution times
* Improved CSAT and fewer complaints
* High adoption and data quality in HubSpot
* Clear, scalable processes and a confident, engaged team
Why You'll Love Working Here
* Values led culture with real ownership
* Opportunity to lead meaningful improvements that last beyond the contract
* Creative, product led environment partnered with world class hospitality brands