Customer Experience Manager - UK Growth & Transformation

Uniting Holding; Southampton; On-site; GBP 70,000 - 100,000; Full time

Benefits offered by this job

Death In Service

Pension Scheme

Staff purchase schemes

Employee Assistance Programme

Bike to Work

Performance-related bonus

Comprehensive training and development

Staff car parking privileges

Discounted gym membership

Job summary

National Vehicle Distribution (NVD) in the UK is seeking an exceptional Customer Experience Manager to lead the UK CX function. You will own the UK CX Team, drive a customer-first culture, and partner with major automotive brands to deliver measurable improvements in service quality and customer outcomes.

You will develop SOPs, performance standards, and training programmes while building a high-performing, autonomous team. Occasional travel and a full UK driving license are required.

Qualifications

• Proven leadership experience within customer experience, customer service, account management, operations, or a related environment.
• Demonstrated success leading, coaching, and developing customer-facing or operational teams.
• Track record of delivering measurable improvements in service quality, customer satisfaction, team productivity, or operational performance.

Responsibilities

• Lead, mentor, and develop the UK Customer Experience Team, establishing clear performance standards and development pathways.
• Assess team capability, identify gaps, and implement initiatives to improve service quality, productivity, engagement, and satisfaction.
• Act as senior point of contact for key automotive clients, ensuring exceptional service delivery and long-term relationships.
• Review and improve CX processes across the vehicle lifecycle, addressing root causes and implementing solutions.
• Establish and monitor operational and customer service KPIs, driving performance.
• Own operational and customer challenges and drive practical improvements independently.
• Collaborate with Operations, Transport, Warehousing and Senior Leadership to improve outcomes.
• Lead change management and embed new processes and service standards.

Skills

Leadership

Customer experience

Stakeholder management

Process improvement

SOP development

CRM systems

MS Office

Tools

CRM systems

MS Office

Job description

National Vehicle Distribution (NVD) in the UK is seeking an exceptional Customer Experience Manager to lead the UK CX function. You will own the UK CX Team, drive a customer-first culture, and partner with major automotive brands to deliver measurable improvements in service quality and customer outcomes.

You will develop SOPs, performance standards, and training programmes while building a high-performing, autonomous team. Occasional travel and a full UK driving license are required.