Customer Experience Manager - Luxury Furniture

HR Dept (Recruitment Agency); Alton; On-site; GBP 45,000 - 60,000; Full time

Job summary

Unknown Company is seeking a Customer Experience Manager to lead the Aftercare, Customer Care and Logistics teams, ensuring a seamless premium service from first contact through decades of maintenance.

You will manage remote field staff and in-house teams, educate customers on the furniture journey, and collaborate with design and production teams to uphold the brand’s luxury standards across all touchpoints.

Qualifications

• Experience in service-based sales or account management.
• Experience coordinating remote and in-house teams.
• Familiarity with premium or luxury client service.

Responsibilities

• Develop Aftercare and Logistics strategy aligned with objectives.
• Build and lead a high-performing cross-functional team.
• Coach and develop team members.
• Drive continuous improvement across responsibilities.
• Support Health & Safety managers to maintain standards.
• Ensure vehicles and equipment reflect premium brand.
• Deliver high-quality customer service and operations.
• Identify on-site upsell opportunities and build pipeline.
• Guide change initiatives and implement new processes.

Skills

Customer service

Account management

Leadership

Upselling

Team management

Job description

If you are looking for your next opportunity and want to join a prestigious leading designers and manufacturers for British made fine outdoor furniture, kitchens and accessories and have experience working within the outdoor furniture industry this Customer Experience Manager role is for you.

You will have experience in handling premium or luxury clients and will be able to guide customers through an educational journey and confidently navigate complex Customer care escalations.

With a strong track record of managing both remote field workers and in-house operational staff, you will manage uniting the Back-to-Base and Mobile teams under one cohesive Aftercare service. We are looking for someone who has extensive service-based sales or account management experience, with a willingness to learn the technical aspects of timber, natural weathering, and furniture restoration allowing you to speak credibly with the Design and Production teams and educate customers on the furniture's journey.

Our objective is to achieve the highest level of service throughout our customer's journey so that they feel a sense of belonging which starts from the moment they make first contact with us and continues throughout the lifetime of the items they purchase from us.

Job Purpose

As the Customer Experience Manager, you will manage the aftercare team to ensure a smooth, efficient and high-quality system that maximises customer satisfaction whilst also significantly contributing to the critical numbers of the wider business.

Guaranteeing a seamless customer experience from the point of initial sales handover through to decades-long maintenance, acting as the ultimate point of escalation for Customer Care queries.

Main duties and responsibilities

• Developing and delivering the Aftercare, Customer Care and Logistics strategy in line with company objectives.
• Responsible for building, developing and leading a high-performing team across the relevant functions.
• Coaching, supporting and developing the wider teams.
• You will drive continuous improvement across all areas of responsibility.
• Supporting the Health & Safety managers and team to maintain the highest standards.
• Ensuring all team members, vehicles, and operational equipment are immaculately presented, consistently reflecting the premium quality of our brand to both our customers and the public.
• Deliver high-quality customer service and operational excellence across all areas of responsibility.
• You will be confident in seeing commercial opportunities, drive on-site upselling, and actively build a pipeline of commercial work to keep the team active profitable during both the peak- and off-peak season.
• This role involves the complete rethinking of how the current Activity Groups interact and perform; you will be skilled at guiding a team through change. Confident to introduce new processes and ensure they are successfully implemented and consistently used in line with business requirements, supporting the team to overcome any challenges along the way.
• You must understand margins, pricing, and basic revenue forecasting. You need to be able to track the profitability of both the mobile team's upselling and the off-season commercial work.
• Experience or knowledge of high-end kitchen and cabinetry installations would be highly beneficial, as this role may expand in the future to oversee complex, premium kitchen installations.

This is an exciting new role, where you can really make a difference so