Customer Experience Manager

Arrive; Greater London; Hybrid; GBP 70,000 - 110,000; Full time

Job summary

Arrive is recruiting a Customer Experience Manager to unite our Customer Experience and Appeals functions, leading end-to-end workflows with a focus on compliant, defensible enforcement and operational excellence. You will guide team strategy, OKRs, KPIs, and QA frameworks while acting as the final escalation point for complex cases.

Based in London with hybrid work, you will champion BPA code compliance, POPLA, and ICO requirements, collaborating with Legal, DPO, Compliance, and Estate teams to

Qualifications

• 4+ years of operational experience in customer operations, appeals handling, regulatory compliance, or enforcement environments, with at least 2+ years leading managers or multidisciplinary teams.
• Solid understanding of regulatory frameworks and escalation processes (3rd line).
• Proven ability to manage OKRs, KPIs, and quality audit metrics in a fast-paced setting.
• Advanced proficiency with Zendesk and ticketing architectures, queue management, and SLA configuration.

Responsibilities

• Lead the operational structure spanning Appeals Specialists and Customer Experience Specialists and support function leads.
• Manage and optimise department OKRs and KPIs, driving performance efficiency.
• Conduct capacity planning, workload distribution, and team audits to balance throughput and decision quality.
• Enforce BPA Code of Practice, POPLA guidelines, ICO requirements, and data protection laws.
• Produce executive-level reporting on SLA compliance, risks, and audit outcomes.
• Serve as the 3rd line escalation point for highly complex disputes and regulatory concerns.

Skills

Operational Leadership

Regulatory Expertise

Escalation Expertise

Systems & SLA Mastery

Data & OKR Driven

Communication

Tools

Zendesk

CRM

Job description

The Role

Reporting directly to the Business Operations Director, the Customer Experience Manager is a pivotal operational and strategic leadership role uniting our Customer Experience and Appeals functions.

This role is responsible for overseeing end-to-end customer interaction workflows, ensuring compliant, defensible enforcement, and driving operational excellence across all customer touchpoints. The Customer Experience Manager will lead the team strategy, manage OKRs and KPIs, enforce regulatory compliance (including BPA Code of Practice and POPLA standards), refine support SLAs, and act as the final internal escalation point (3rd line escalation) for complex case resolutions. By empowering team leads and specialists across Customer Experience and Appeals, you will optimise resource allocation, elevate audit and QA frameworks, and protect both ParkMaven’s regulatory standing and market reputation.

As Arrive, we guide customers and communities towards brighter futures and more livable cities, it isn’t a challenge just anyone could take on. Luckily, we have something to help us make it happen. Our people and our values. We Arrive Curious, Focused and Together. Just as our entire brand is inspired by the North Star, the shining light leading travelers to their destinations since time began, our values guide us. They help us be at our best. For our customers. For the cities and communities we serve. For ourselves. As a global team, we are transforming urban mobility. Let’s grow better, together.

What you’ll do

Strategic Leadership & Team Optimisation

• Lead, inspire, and develop the operational structure spanning Appeals Specialists and Customer Experience Specialists, directly supporting function leads (including Customer Experience Team Lead) to free them up for high-value team management, QA, and operational coaching.

• Manage, track, and optimise department OKRs and KPIs, driving continuous performance efficiency across teams.

• Conduct operational capacity planning, workload distribution, and team auditing to balance throughput with strict decision quality.

• Champion ParkMaven’s core values: compliant and defensible parking management and enforcement.

SLA Governance & Zendesk Oversight

• Own, refine, and enforce operational Service Level Agreements (SLAs) within Zendesk ParkMaven Portal and Zatpark, continuously evaluating and improving priority workflows.

• Ensure strict adherence to statutory, legal, and regulatory response timelines across all escalation channels.

Quality Assurance, Compliance & 3rd Line Escalations

• Serve as the 3rd line escalation point for highly complex, sensitive, or high-risk cases across customer disputes, regulatory issues, legal threats, and legal requests.

• Enforce total compliance with the British Parking Association (BPA) Code of Practice, POPLA guidelines, ICO requirements, and data protection legislation.

• Lead high-level quality auditing processes to ensure consistent enforcement tone, objective decision logic, and legally defensible outcomes.

• Collaborate closely with Legal, DPO, Compliance, and Estate Management teams on DSARs, high-level disputes, and systemic operational reviews.

Operational Insights & Process Improvement

• Analyse root-cause appeal trends, disputes, and cancellation patterns to provide actionable insights to upstream parking operations, reducing avoidable issuance errors.

• Evolve customer engagement workflows and metrics to maximise resolution speed and procedural fairness within an enforcement environment.

• Produce executive-level reporting on SLA compliance, operational risks, volume projections, and audit outcomes for senior leadership.

What We’re Looking For

Experience & Qualifications

• Operational Leadership: 4+ years of operational experience in customer operations, appeals handling, regulatory compliance, or enforcement environments, with at least 2+ years leading managers or multidisciplinary teams.

• Regulatory Expertise: Solid understanding of regulatory frameworks.

• Escalation Expertise: Proven track record acting as a senior decision-maker (3rd line escalation) for complex disputes, legal/regulatory queries, and high-priority complaints.

• Systems & SLA Mastery: Advanced proficiency with CRM platforms (specifically Zendesk), ticketing architectures, queue management, and SLA configuration.

• Data & OKR Driven: Demonstrated ability to establish, manage, and report on operational OKRs, KPIs, and quality audit metrics.

• Communication: Exceptional written and verbal English skills, capable of communicating with high authority, defensibility, and professional empathy in regulatory matters.

Key Competencies

• Strategic & Analytical Mindset: Ability to convert operational data into system-wide improvements.

• Quality & Detail Focused: Rigorous commitment to compliance, QA frameworks, and policy precision.

• Resilience & Conflict Management: Sound judgment under pressure, navigating complex escalations within an enforcement context with composure.

• People & Team Development: Able to mentor team leads, drive accountability, and foster a collaborative team culture.

This role is based in the United Kingdom, London (Hybrid)

About Arrive

Arrive, including brands like EasyPark, Flowbird, RingGo, ParkMobile and Parkopedia, is a leading global mobility platform. Present in over 90 countries and 20,000 cities, the company helps people and decision-makers make smarter decisions about urban mobility and ease the experience of travel worldwide. Arrive delivers a unique combination of the core ingredients to make cities more livable: from smart payments and optimized car parks to data-driven traffic reduction and support for reinvestment in public transport and green space. It’s about more than function, it’s about saving time and simplifying the experience of travel for everyone. Travel is more than a journey, it’s how you Arrive.