Luxury Aftercare & Experience Manager

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

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.