Customer Experience Leader: Proactive & Digital-Driven

Classic Fine Foods UK Ltd | B Corp™; Greater London; On-site; GBP 60,000 - 90,000; Full time

Job summary

Classic Fine Foods UK Ltd is seeking a Customer Experience Manager to spearhead a proactive, customer-focused service function. You will elevate customer satisfaction, develop team capability, and drive accountability across customer-facing processes.

You will establish Customer Experience as the primary contact for service enquiries and support digital tools adoption, enabling Sales to prioritise growth and relationship management.

Qualifications

• Experience leading a customer service/experience team.
• Proven ability to improve service standards and customer satisfaction.
• Excellent communication and stakeholder management.
• Experience with KPIs and service metrics.
• Experience with ERP/SAP systems.

Responsibilities

• Lead and continuously improve the customer experience across all touchpoints.
• Set and monitor departmental KPIs and service standards.
• Coach and develop a high-performing Customer Experience team.
• Collaborate with Sales and Operations to align customer service.
• Drive digital adoption and automate processes.
• Support adoption of the company’s e-commerce platform.

Skills

People development

Performance management

Stakeholder management

Communication

Organisational skills

Problem solving

Digital adoption

Tools

SAP ERP

Job description

Classic Fine Foods UK Ltd is seeking a Customer Experience Manager to spearhead a proactive, customer-focused service function. You will elevate customer satisfaction, develop team capability, and drive accountability across customer-facing processes.

You will establish Customer Experience as the primary contact for service enquiries and support digital tools adoption, enabling Sales to prioritise growth and relationship management.