European CX Leader - Strategy, Ops & Partnerships (Hybrid)

HARMAN International; Worthing; Hybrid; GBP 70,000 - 110,000; Full time

Benefits offered by this job

Employee discounts

Job summary

HARMAN is seeking a Customer Experience Manager Europe to lead the regional customer experience and support operations from Worthing. The role focuses on building a best-in-class organization, leveraging internal and outsourced teams to deliver seamless service.

You will collaborate with operations, quality, product development, eCommerce, and sales to optimize journeys, boost retention, and reduce friction across touchpoints while driving data‑driven improvements and global alignment.

Qualifications

• Proven experience leading Customer Experience, Customer Service, Contact Centre, or Customer Support operations within a regional or multinational environment.
• Demonstrated success building and developing high-performing customer-facing teams.
• Experience managing outsourced contact center operations and service partner relationships.

Responsibilities

• Define and execute the customer experience strategy across Europe.
• Build and develop a high-performing Customer Experience organisation focused on delivering best-in-class support.
• Manage customer support operations across Europe, including internal teams and outsourced contact center partners.
• Establish and monitor service levels, customer satisfaction measures, operational KPIs, and quality standards.
• Own the regional Customer Experience budget, ensuring effective allocation of resources.

Skills

Customer Experience

Customer Service

Contact Centre

Customer Support

Stakeholder management

Budget Management

CRM Systems

Data Analysis

Cross-functional

Problem Solving

Communication Skills

Education

Bachelor's degree

Tools

Salesforce Service Cloud

Oracle Service Cloud

Microsoft Dynamics 365

Power BI

Job description

HARMAN is seeking a Customer Experience Manager Europe to lead the regional customer experience and support operations from Worthing. The role focuses on building a best-in-class organization, leveraging internal and outsourced teams to deliver seamless service.

You will collaborate with operations, quality, product development, eCommerce, and sales to optimize journeys, boost retention, and reduce friction across touchpoints while driving data‑driven improvements and global alignment.