Customer Experience Manager

Boots Opticians; Nottingham; On-site; GBP 25,000 - 35,000; Full time

Job description

Closing date: 30 March 2025

Recruitment Partner: Matt Haywood - [e-mail]

This is an exciting new role to Boots Opticians, which is based in our Nottingham Support Office.

At Boots Opticians, we foster a working environment where consideration and inclusivity help everyone to be themselves and reach their full potential. We are proud to be an equal opportunity employer, passionate about embracing the diversity of our colleagues and providing a positive and inclusive working environment for all.

Our Customer Excellence Partner must have a true passion for customer excellence and be constantly striving to enhance our customer journeys and overall experience. We are looking for a proactive, dynamic, and creative customer-focused individual to be the voice of our customer!

About the role

• Responsible for tracking, monitoring, and analysing all customer feedback and customer metrics/ KPI’s to identify opportunities to enhance our customer journey and experience.
• Responsible for the continuous communication of all customer sentiment and customer-centric opportunities to our wider business.
• Ownership towards leading enhancement initiatives to resolution.
• Manage relationships with colleagues/partners/suppliers, working collaboratively to ensure we are maximising visibility, understanding and enhancement of customer experience.
• Produce high-level visual presentations to be shared/presented with key stakeholders at MD level and above.
• Conduct research and analysis to understand customer needs, preferences, and pain points.
• Proactive and positive approach to change and collaboration, supporting the wider customer operations team.
• Potential to grow remit and manage a customer-focused team in the future, leading by example and advocating our business beliefs, values, and vision.

What you’ll need to have

• Customer focused – Has a true passion for our customers and puts our customer at the heart of everything we do, persistently striving to enhance our customer journeys and experience.
• Excel skilled – Enjoys and is efficient in working with both raw data and data from various locations and platforms.
• Analytically minded – A keen eye for detail, analysing data, whilst identifying risks, opportunities, and trends.
• Attention to detail – Accomplished builder of presentations across both visual and written formats.
• Strong communicator – Can build relationships quickly, collaborate and present to small, medium, and large groups, including up to Senior/Exec level.
• Highly organised – Well versed in managing and prioritising high volumes of information, communication, and objectives.
• Creative and critical thinker – Ability to identify opportunities and creatively problem solve/resolve risks and challenges.

Our benefits

• Boots Retirement Savings Plan.
• Discretionary annual bonus.
• Generous employee discounts.
• Enhanced maternity/paternity/adoption leave pay and gift card for anyone expecting or adopting a child.
• Flexible benefits scheme including option to buy additional holiday, discounted gym membership, life assurance, activity passes and more.
• Access to free, 24/7 counselling and support through TELUS Health, our Employee Assistance Programme.

We have a great range of benefits in addition to the above that offer flexibility to suit you - find out more at boots.jobs/rewards. Exclusions may apply, eligible roles only. Please note, any salary estimates given on third-party sites are not provided or endorsed by Boots and may not be accurate.

What's next

Where a role is advertised as full-time, we are open to discussing part-time and job share options during the application process. If you require additional support as part of the application and interview process, we are happy to provide reasonable adjustments to help you to be at your best.

Boots is a Ban the Box employer and will consider the suitability of applicants with criminal convictions on a case-by-case basis.

#LI-Onsite