Customer Experience Director

We Are Stellify; Manchester; On-site; GBP 99,000 - 121,000; Full time

Benefits offered by this job

Senior leadership package

Office in Greater Manchester

Job summary

We Are Stellify in Greater Manchester seeks a senior customer leader to own the customer function end-to-end within a high-volume, multi-channel retail environment. The role focuses on transforming the operating model, including bringing the contact centre in-house and shaping technology adoption to drive customer value.

You will sit on the senior leadership team with direct access to the CEO, leading a function that balances loyalty, cost efficiency and growth across channels.

Qualifications

• A customer function owner with end-to-end accountability in a high-volume, multi-channel retail or consumer business.
• Experience leading transformations of a customer operating model, ideally moving from outsourced to in-house delivery.
• Demonstrated ability to introduce and operationalise new technology with business adoption.

Responsibilities

• Design the customer operating model and build the commercial case for its future state.
• Lead the move of the contact centre from outsourced to in-house delivery.
• Set the technology agenda and drive adoption of new tools and data usage across the business.
• Shape service design across key retail moments: returns, refunds, peak trading, and channel mix.
• Own retention and loyalty economics, and plan improvements in repeat purchase.
• Build and coach the team, define metrics, and raise capability across managers and agents.

Skills

Customer leadership

End-to-end ownership

Retail / multi-channel

Technology adoption

Job description

Greater Manchester (office based, full time)

• Senior leadership package, C£110,000 + Benefits

Lead the customer function for a large multi‑brand retailer, at the point where the whole operation is being rebuilt around the customer and run as a commercial contributor rather than a cost to manage.

Retail customer functions carry more moving parts than most: high volumes, seasonal peaks, returns and refunds, and customers who compare and switch in seconds. This is a transformation post. The contact centre is moving off an outsourced model, new technology is coming in, and the function is being redesigned from the ground up. It suits a customer leader who wants the room to build, not a narrow slice of an operation that already runs itself.

What You’ll Own

• The design of the customer operating model, and the commercial case for what the function becomes and where it sits
• The move of the contact centre from an outsourced model, one of the largest and most complex decisions in the role
• The technology agenda: choosing what comes in, and getting the business to adopt it and use the data properly
• Service design across the moments that carry the most weight in retail, including returns, refunds, peak trading and the balance of automated and human channels
• Retention and the commercial numbers behind loyalty and repeat purchase, and the plan to move them
• Building and coaching the team, setting clear measures and lifting capability across managers and agents

You’ll sit on the senior leadership team with direct access to the CEO, work closely with Trading, Operations, Marketing and Technology, and be trusted to make the calls that decide what this function becomes.

Our ideal applicant

• A customer leader who has owned a customer function end to end in a high‑volume, multi‑channel retail or consumer business
• Has led real transformation of a customer operating model, ideally including a move from outsourced delivery to in‑house
• Has brought in technology and knows the difference between buying it and getting a business to use it
• Runs the function commercially, with retention and cost numbers you can talk to
• Comfortable with the pace and complexity of retail, and drawn to building something rather than maintaining it

The package

• Competitive senior leadership package, C:110,000 full details shared on application
• Full time, office based in Greater Manchester