Customer Experience Director

Frey Consulting Group; Manchester; On-site; GBP 99,000 - 121,000; Full time

Job summary

Frey Consulting Group is seeking a senior customer operations leader in Greater Manchester to rebuild the function around the customer and run it as a commercial contributor. The role sits on the SLT with the CEO, taking ownership of the customer operating model, the contact centre transition, and the technology agenda.

The ideal candidate has led major customer transformations in high-volume retail or consumer businesses, moving from outsourcing to in-house delivery, and can articulate a strong

Qualifications

• Led end-to-end customer function in high-volume retail or consumer business.
• Directed transformation of the customer operating model, incl. move from outsourced to in-house.
• Implemented or led adoption of new technology within customer operations.
• Managed commercially with retention and cost metrics and business cases.
• Skilled at building and coaching senior leadership teams.

Responsibilities

• Design the customer operating model and the commercial case for its future state.
• Oversee move of contact centre from outsourced to in-house delivery.
• Lead the technology agenda and drive adoption across the business.
• Design service across key retail moments: returns, refunds, peak trading, channel mix.
• Drive retention and loyalty metrics with clear commercial targets.
• Build and coach the team, set metrics, raise capability across managers and agents.

Skills

Customer leadership

Transformation of operating model

Commercial leadership

Technology adoption

Retail/multi‑channel experience

People coaching

Job description

Senior and executive search across customer operations, CX and contact centres.

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