Customer Excellence Manager

Butcombe Brewery; Bridgwater; On-site; GBP 36,000 - 40,000; Full time

Job summary

A leading customer-focused brewery in Bridgwater is seeking an experienced Customer Excellence Manager to oversee the customer service strategy and enhance the customer journey. This pivotal role involves leading a team dedicated to maintaining high service standards, improving customer retention, and engaging with sales initiatives. Ideal candidates will have strong leadership skills and a track record in customer service excellence. Competitive salary and numerous benefits including 25 days holiday and discounts on food and merch are offered.

Benefits

25 days holiday plus bank holidays

30% off food, drink & stays

20% off online shop

Exclusive perks and discounts

24/7 wellbeing support

Qualifications

• Experience in leading high-performing teams.
• Tracking and improving customer service processes.
• Strong communication at senior levels.

Responsibilities

• Lead and develop the Customer Excellence team.
• Execute the Customer Excellence strategy.
• Drive improvements in customer retention and satisfaction.

Skills

Proven leadership experience

Customer service excellence

Excellent communication skills

Stakeholder management

Analytical mindset

Knowledge of CRM systems

Tools

Shopify

Job description

Overview

We're looking for an experienced Customer Excellence Manager to lead our Customer Excellence team and help deliver a seamless, end-to-end customer journey at Butcombe Group. This is an exciting opportunity to take ownership of customer service strategy, drive continuous improvement, and strengthen collaboration across teams and with external partners. You'll be responsible for ensuring consistently high service standards, supporting sales and growth initiatives, and turning customer insight into action. This is a visible, high-impact role where you'll make a real difference to both the customer experience and the business.

Responsibilities

• Leading, coaching, and developing the Customer Excellence team, fostering engagement, accountability, and high performance
• Setting and executing the Customer Excellence strategy in line with wider business objectives
• Championing a customer-first culture across the business
• Overseeing order processing to ensure accuracy, efficiency, and a smooth sales‑to‑delivery journey
• Driving initiatives to improve customer retention, satisfaction, and loyalty
• Reporting on team performance and customer insights to company directors, providing actionable recommendations
• Using data and customer feedback to inform decision‑making and service enhancements
• Working closely with Sales to identify growth opportunities and support upsell/cross‑sell initiatives
• Collaborating with Sales and Marketing to ensure promotions and campaigns are clearly communicated and executed
• Reviewing, developing, and implementing processes to improve order accuracy, customer communication, and service delivery

Qualifications

• Proven leadership experience, with the ability to motivate and develop high‑performing teams
• Strong track record in delivering customer service excellence and driving process improvement
• Excellent communication and stakeholder management skills, confident operating at senior level
• Commercially minded, with experience supporting sales and customer development
• Analytical and data‑driven, able to translate insight into action
• Strong working knowledge of CRM systems and order management platforms such as Shopify

Compensation & Benefits

• Salary: £36k‑£40k, depending on experience, with a bonus based on performance
• 25 days holiday + bank holidays + your birthday off
• 30% off food, drink & stays at any Butcombe pub
• 20% off beer and merch from our online shop
• Exclusive perks and discounts through the Benefits Bar
• 24/7 wellbeing support for your mental, physical, and financial health
• Opportunities for growth and development in a business that genuinely values its people