Customer Operations Manager

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

About NVD

NVD UK, a leading vehicle logistics and services provider, is seeking an exceptional Customer Experience Manager to lead and transform our UK Customer Experience function.

Operating within a fast-paced, high-growth environment, you will take full ownership of the UK Customer Experience Team, driving a customer-first culture, improving operational performance, and building a highly engaged, high-performing team. This is a pivotal leadership role for a hands-on, commercially aware manager who thrives on creating structure, developing people, driving accountability, and delivering measurable improvements in customer outcomes.

We are seeking a proven leader who can identify opportunities for improvement, implement sustainable processes, and operate with a high degree of autonomy while managing relationships with some of the world’s leading automotive brands.

Pay and Benefits

• Death In Service Benefit
• Digital GP
• Pension Scheme
• Staff Purchase Schemes: Tyres and Tools
• Employee Assistance Programme
• Bike to Work
• Performance-related bonus opportunity
• Comprehensive training and ongoing professional development
• Staff car parking privileges
• Discounted gym membership
• Bike to Work

Key Responsibilities:

As the Customer Experience Manager, your responsibilities will include:

• Team Development & Performance Leadership: Lead, mentor, and develop the UK Customer Experience Team, establishing clear performance standards, accountability frameworks, coaching plans, and development pathways to build a high-performing culture.
• Team Transformation & Capability Building: Assess existing team capability, identify performance gaps, and implement improvement initiatives that enhance service quality, productivity, engagement, and customer satisfaction.
• Account & Client Relationship Management: Act as the senior point of contact for key automotive clients, ensuring exceptional service delivery, SLA compliance, and long-term relationship development.
• Process Optimisation, Onboarding & Continuous Improvement: Review, challenge, and improve customer experience processes across the vehicle lifecycle, identifying root causes of recurring issues and implementing sustainable solutions.
• Performance Management & KPI Delivery: Establish, monitor, and drive key operational and customer service metrics, ensuring targets are achieved and performance trends are proactively addressed.
• Strategic Problem Solving: Take ownership of operational and customer challenges, developing practical solutions and driving initiatives independently with minimal supervision.
• Cross-Functional Leadership: Collaborate closely with Operations, Transport, Warehousing, and Senior Leadership teams to improve customer outcomes and operational efficiency.
• Change Management: Lead and support business improvement initiatives, embedding new processes, behaviours, and service standards across the team.

Requirements:

We are seeking candidates with the following qualifications and attributes:

• 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.
• Strong ability to operate independently, take initiative, and drive improvements without requiring close supervision.
• Excellent stakeholder management and relationship-building skills, with the confidence to engage effectively with senior clients and internal leaders.
• Strong commercial awareness and ability to balance customer expectations with operational realities.
• Strategic thinker with excellent analytical and problem-solving capabilities.
• Experience developing SOPs, performance standards, training programmes, and continuous improvement initiatives.
• Proficiency in Microsoft Office Suite and CRM systems.
• Exceptional organizational skills, attention to detail, and ability to manage multiple priorities.
• Highly adaptable with strong conflict resolution and decision-making capabilities in fast-paced environments.
• Automotive, logistics, fleet, or supply chain experience would be advantageous but is not essential.
• Willingness to travel occasionally for client meetings.
• Full UK driving license required.

Equal Opportunities Statement

National Vehicle Distribution is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We value openness, innovation, customer focus, and operational excellence. Our organisation actively promotes equality and prohibits discrimination based on gender, marital/civil status, family status, age, disability, sexual orientation, race, religion, or membership of the Traveller community, in accordance with Irish and UK equality legislation. We encourage applications from all qualified individuals and are dedicated to creating an environment where everyone can thrive and contribute to our shared success.

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