Customer Experience Manager

careers-berkleycaregroup; Cumnor; On-site; GBP 22,000 - 29,000; Full time

Benefits offered by this job

Free meals and drinks at work

Long service rewards

Blue Light Card discounts

Cycle to Work scheme

On-Demand Pay

Training & development opportunities

Job summary

Berkley Care Group is seeking a Customer Experience Manager in the UK to lead occupancy strategies and develop strong community partnerships. The role supports the Deputy and General Manager to ensure residents enjoy comfort, joy and dignity while maintaining commercial strength and local reputation.

The position emphasizes leadership, event marketing, community engagement and delivering personalised resident experiences in a luxury care environment.

Qualifications

• Kind, compassionate and respectful behavior toward others.
• Outstanding people skills engaging residents, families, staff and local community.
• Strong leadership and delegation abilities.

Responsibilities

• Lead occupancy-related activities and build community partnerships.
• Maintain high standards of environment and uphold Berkley Brand promise.
• Develop and deliver a local marketing and engagement plan with partners and commissioners.
• Oversee events team to provide meaningful resident activities.
• Attend resident and relative meetings to gather feedback and improve offerings.

Skills

Leadership

Community engagement

Sales experience

Marketing

Event marketing

Communication

Budgeting

Tools

Social media

Job description

About the Position

£18.25 per hour, paid breaks plus lots of great benefits!

Find your place and make a difference as a Customer Experience Manager at Berkley Care

At Berkley, our mission is Care Reimagined. As Customer Experience Manager, you will play a pivotal role in supporting the Deputy and General Manager to shape experiences that enable residents to live with comfort, joy and dignity, whilst ensuring the home remains commercially strong, and respected in the local community.

A Top Employer 2026

For the third year running, Berkley Care is the only UK luxury care home provider to be recognised in this year’s Top Employer Awards for going above and beyond when it comes to employee well-being and development. This award is given in recognition of the group’s commitment to creating a nurturing, inclusive and supportive work environment, where the culture is warm and encouraging.

Main Responsibilities

• To lead all occupancy-related activities and community partnership working in our local area
• To ensure the environment is consistently presented and maintained to a high standard, supporting teams to deliver best-in-class experiences and to ensure that the Berkley Brand promise is visible from the moment someone enters the car park to all aspects of the home
• Develop and deliver a local marketing and engagement plan, building meaningful relationships with community partners, healthcare professionals, local businesses, community groups and commissioners.
• Oversee and lead the home events team to ensure meaningful and personalised events and activities are provided to residents
• To attend resident and relative meetings, regularly engaging with residents and loved ones to seek feedback and continually improve our offering and resident and loved one experience

What we are looking for:

• An individual who is kind, compassionate and treats others with respect
• Outstanding people skills with the ability to engage with a variety of people, eg residents, their families, the home team and the local community
• Strong leadership skills with the experience to motivate, develop and delegate to others
• Strong commercial, business development and sales experience
• Creativity, innovation with experience of event marketing and social media
• Patience with the ability to empower and support residents with activity choices and desired experiences
• The ability to manage special events and celebrations, including those to promote the home
• Planning and budgeting with an excellent attention to detail and solutions-focussed
• Excellent communication, organisational and time management skills with the ability to remain calm under pressure

What can you expect from us

• Free meals and drinks whilst at work
• Monetary rewards for long service
• Enhanced Maternity and Paternity Pay
• Industry leading Company Sick Pay (for critical illness and clinically necessary surgery)
• Access to a raft of benefits and discounts in hundreds of online and high street locations, plus a Blue Light Card
• Cycle to Work Scheme
• On-Demand Pay
• Employee Assistance Programme plus a 24/7 GP Helpline
• A luxury working environment
• Excellent learning, development and training opportunities

Equality, Diversity and Inclusion (EDI)

At Berkley Care Group, we are committed to providing EDI at all levels in our company. We recognise that employing people who have diverse talents, experiences and perspectives not only contributes to our success but also allows us to have a more exciting, innovative and creative workforce. Therefore, we are committed to creating an inclusive workplace that respects and values all individuals, including those who are Neurodiverse.

#INDHP