Customer Experience Operations Manager
| Posting date: | 10 October 2025 |
|---|---|
| Salary: | £65,000 to £70,000 per year |
| Hours: | Full time |
| Closing date: | 09 November 2025 |
| Location: | Cardiff, Cardiff County |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | Brite Recruitment |
| Job type: | Permanent |
| Job reference: |
Summary
CUSTOMER EXPERIENCE OPERATIONS MANAGER
CARDIFF, HYBRID
£65-70K + CAR ALLOWANCE + 10% BONUS
A worldwide distributor of products, services and supplies for the healthcare sector is looking for a Customer Experience Operations Manager to join their team. You will be responsible for shaping and leading the customer journey, implementing improvements that build long-term partnerships and success for our customers.
BENEFITS
Not only does the role have a competitive salary, 25 days of holiday a year with the option to buy more, but the company also offers life insurance, a cycle to work scheme, subsidised gym membership, employee discounts, health and wellbeing support and much more.
RESPONSIBILITIES
As a Customer Experience Operations Manager you will:
•Define and lead the customer experience strategy, embedding a customer-first culture across the business, ensuring a high-quality service is delivered consistently.
•Develop customer feedback programmes, utilising insights to implement improvements across product, service, and support.
•Partner closely with sales, marketing, and operational teams to ensure collaboration and the delivery of excellence for the customer.
•Drive initiatives that improve service delivery and proactive customer support.
•Track and report on key customer experience metrics, including satisfaction, retention, repeat purchase, and service utilisation etc.
•Align customer experience initiatives with commercial goals, ensuring tangible business impact.
•Build and lead a high-performing customer experience team.
•Coach and develop team members to ensure outstanding performance and professional growth.
REQUIREMENTS
To be considered for the role of Customer Experience Operations Manager you must have:
•Experience working at a senior level within customer experience, service, or customer success. This experience within healthcare or technical equipment is desirable but not essential.
•A solid understanding of complex B2B customer journeys, including sales, service, and technical support.
•Experience using CRMs to track customer engagement and generate insights (salesforce experience is advantageous).
•A proven ability to drive cultural change with a focus on customer-centricity.
•Excellent stakeholder management and cross-functional leadership.
•Strong analytical skills with experience of customer insight platforms, reporting dashboards, and KPIs.
•Commercially astute with a track record of delivering improvements that impact revenue and customer loyalty.
•Exceptional communication, influencing, and leadership skills.
NEXT STEPS
So, if you possess a passion for design, and are interested in becoming a Customer Experience Operations Manager, then apply with your CV today. Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.
Why miss out? Apply now!
CARDIFF, HYBRID
£65-70K + CAR ALLOWANCE + 10% BONUS
A worldwide distributor of products, services and supplies for the healthcare sector is looking for a Customer Experience Operations Manager to join their team. You will be responsible for shaping and leading the customer journey, implementing improvements that build long-term partnerships and success for our customers.
BENEFITS
Not only does the role have a competitive salary, 25 days of holiday a year with the option to buy more, but the company also offers life insurance, a cycle to work scheme, subsidised gym membership, employee discounts, health and wellbeing support and much more.
RESPONSIBILITIES
As a Customer Experience Operations Manager you will:
•Define and lead the customer experience strategy, embedding a customer-first culture across the business, ensuring a high-quality service is delivered consistently.
•Develop customer feedback programmes, utilising insights to implement improvements across product, service, and support.
•Partner closely with sales, marketing, and operational teams to ensure collaboration and the delivery of excellence for the customer.
•Drive initiatives that improve service delivery and proactive customer support.
•Track and report on key customer experience metrics, including satisfaction, retention, repeat purchase, and service utilisation etc.
•Align customer experience initiatives with commercial goals, ensuring tangible business impact.
•Build and lead a high-performing customer experience team.
•Coach and develop team members to ensure outstanding performance and professional growth.
REQUIREMENTS
To be considered for the role of Customer Experience Operations Manager you must have:
•Experience working at a senior level within customer experience, service, or customer success. This experience within healthcare or technical equipment is desirable but not essential.
•A solid understanding of complex B2B customer journeys, including sales, service, and technical support.
•Experience using CRMs to track customer engagement and generate insights (salesforce experience is advantageous).
•A proven ability to drive cultural change with a focus on customer-centricity.
•Excellent stakeholder management and cross-functional leadership.
•Strong analytical skills with experience of customer insight platforms, reporting dashboards, and KPIs.
•Commercially astute with a track record of delivering improvements that impact revenue and customer loyalty.
•Exceptional communication, influencing, and leadership skills.
NEXT STEPS
So, if you possess a passion for design, and are interested in becoming a Customer Experience Operations Manager, then apply with your CV today. Our team will review your application to see if it’s a match and get in touch to learn more about you. If you aren't contacted within 7 days, please assume your application was not selected.
Why miss out? Apply now!