CX Strategy & Operations Manager

Raylo Group; Belfast City District; Hybrid; GBP 55,000 - 75,000; Full time

Benefits offered by this job

Device subscription

Private Medical Insurance

Stock options

L&D budget

Belfast office days

Parental leave

Workplace nursery

Job summary

Raylo, Belfast-based, is seeking a Senior CX Manager to own the customer experience standard across markets as we scale globally. You will lead cross-functional improvements, manage the NPS program, and translate feedback into tangible actions that enhance journeys and retention.

You will work with marketing automation tools, data analytics, and partner teams to ensure consistent CX globally while supporting Raylo’s growth into new markets.

Qualifications

• 3-7 years’ experience in a customer experience, operations or strategy role.
• Experience in scaleups, consulting or FMCG is a plus.
• Familiarity with marketing automation and data analysis tools.

Responsibilities

• Own the CX standard and be the voice of the customer in cross-functional decisions.
• Run the NPS programme end-to-end with weekly and monthly analyses.
• Identify and quantify pain points from feedback and build business cases to fix them.
• Govern CX communications at scale across channels and lifecycle messages.
• Lead cross-functional CX projects end to end, from root cause to close-out.

Skills

Customer experience

Analytical skills

Project management

Marketing automation

SQL looker

Communication skills

Education

Degree level education

Tools

Customer.io

Looker

Excel/Google Sheets

SQL

Job description

Raylo, Belfast-based, is seeking a Senior CX Manager to own the customer experience standard across markets as we scale globally. You will lead cross-functional improvements, manage the NPS program, and translate feedback into tangible actions that enhance journeys and retention.

You will work with marketing automation tools, data analytics, and partner teams to ensure consistent CX globally while supporting Raylo’s growth into new markets.