Area Client Experience Manager

Southern Co-op; United Kingdom; On-site; GBP 60,000 - 80,000; Full time

Job summary

A community-focused organization in the UK is seeking an experienced Area Client Experience Manager. You will manage and mentor teams to exceed client expectations in funeral services, oversee operations, and ensure compliance. Strong leadership skills and the ability to coach and develop team members are essential. This field-based role offers a competitive benefits package, including a company car and various health plans.

Benefits

20% colleague discount in retail shops

Company car

Health & dental cash plans

24/7 virtual GP & fitness discounts

Employee Assistance Programme

Life insurance & pension

Financial wellbeing tools

Cycle-to-work & Electric Vehicle schemes

Training & development opportunities

Qualifications

• Strong leadership experience is essential.
• Proven skills in coaching and managing teams are required.
• Ability to resolve problems and communicate effectively.

Responsibilities

• Manage and mentor a dedicated team to meet client expectations.
• Oversee funeral arrangements and uphold operational standards.
• Handle performance, recruitment, and compliance efficiently.
• Manage budgets and targets while promoting community engagement.

Skills

Leadership experience in operations or customer service

Coaching and team management skills

Excellent communication

Problem-solving

Organizational abilities

Attention to detail

IT literate

Job description

We have an exciting opportunity for a Area Client Experience Manager to join our team. You’ll manage, develop and mentor the Funeral & Memorial Consultant team so client expectations are exceeded by delivering the best end of life client experience throughout all funeral homes.

This is a field-based role therefore you’ll need a full UK driving license, company car provided.

You’ll manage our branches in:

• Frome
• Gillingham
• Hinton, Christchurch
• Poole & Wimborne
• Shaftesbury
• Warminster
• East Cowes, Isle of Wight
• Freshwater, Isle of Wight
• Lake, Isle of Wight
• Newport, Isle of Wight
• Ryde, Isle of Wight
• Shanklin, Isle of Wight

The successful candidate will most likely spend three days per week across Hinton and Poole & Wimborne, one day per week at our West branches, and one day per week at our Isle of Wight branches.

What You’ll Get

• 20% colleague discount in our retail shops
• Company car
• Health & dental cash plans
• 24/7 virtual GP & fitness discounts via Aviva Digicare+ Workplace
• Employee Assistance Programme
• Life insurance & NEST pension
• Financial wellbeing tools & share incentive scheme
• Cycle-to-work & Electric Vehicle schemes
• Training & development opportunities

What To Expect

• Manage, coach and mentor a dedicated team to ensure all funerals arranged exceed client expectations.
• Oversee funeral arrangement and funeral home operations, ensuring standards and procedures are upheld.
• Handle team performance, recruitment, and development with a focus on accountability, behaviours and excellence.
• Ensure compliance, security, and operational efficiency while managing budgets, targets and KPIs.
• Identify areas for improvement and develop and deliver any changes required.
• Manage, investigate and ensure a timely resolution of complaints.
• Build relationships with external agencies and promote community engagement initiatives.

What We’re Looking For

• Strong leadership experience in operations or customer service.
• People-focused, with proven skills in coaching and team management.
• Excellent communicator and problem solver, with strong organisational abilities.
• High attention to detail and excellent planning and prioritisation skills.
• IT literate and confident in managing budgets and performance.
• Funeral industry experience is a plus but not essential.

Training

• Previous experience within the funeral industry is not required as we’ll provide full training
• Travel to other sites will be required

About Us

We’re an independent Co‑op, operating across the south of England running convenience food stores, funeral homes, crematoria, natural/woodland burial grounds and a Starbucks coffee franchise. We’re owned by our 300,000+ members, have over 4,000 colleagues and a purpose of working together for the benefit of our communities. We have a commitment to sustainable business and a promise to provide a fair, fresh approach, for all. Become part of the family who are proud to serve local communities and put people first.

Recruitment Process

• Make your application
• If you're successful, we'll contact you to arrange a telephone interview
• If you're successful, we'll arrange an on site interview and review your Eligibility to Work in the UK documentation
• Feedback and next steps

Successful candidates will undergo a DBS check as part of compliance requirements.

If you are successful in your application any offer of employment will be subject to meeting pre‑employment vetting requirements, in line with the regulatory framework set out by the Financial Conduct Authority (FCA). These requirements include satisfactory reference checks. Further information will be provided during the recruitment process.

If we receive a high volume of relevant applications, we may close the advert earlier than the advertised date, so please apply as soon as you can.