Manager, Customer Experience

Carrières Pure Industrial; Caslte Battery searchlight emplacements; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading industrial service provider in Scotland is seeking a Manager of Customer Experience to enhance customer interactions and support the organization's ESG program. This role requires 3-5 years of related experience in hospitality or commercial real estate, strong interpersonal skills, and the ability to analyze data effectively. The successful candidate will engage with internal teams and manage multiple projects, contributing significantly to customer service excellence. Join an inclusive workplace dedicated to diversity and innovation.

Qualifications

• Three to five years of related work experience, preferably in hospitality or commercial real estate.
• Strong interpersonal skills to effectively communicate with parties and provide high-level customer service.
• Excellent computer literacy, particularly with Microsoft Office applications.

Responsibilities

• Creation, analysis, and distribution of surveys.
• Present solutions that address pain points identified in results.
• Create and manage pilot programs to test approved solutions.
• Organize and attend meetings, taking effective notes on action items.
• Track and update the customer experience roadmap and priorities.

Skills

Interpersonal skills

Analytical skills

Customer service

Team collaboration

Computer literacy

Tools

MS Office

Job description

As a Manager of Customer Experience, the role's purpose is to support the enhancement of the overall customer experience at Pure. The person for this role is someone who can foster a wholesome relationship with a customer-centric view between Pure's teams to ensure we provide first-class service.

Core Responsibilities

• Creation, Analysis and distribution of surveys
• Present solutions that fix pain points highlighted in the results.
• Create pilot programs that test the approved solutions.
• Contribute to creation of PowerPoint presentations for Board book pages, Village Halls, relevant projects, etc.
• Organize and attend meetings with effective note taking include next steps and homework tasks for appropriate individuals.
• Update and distribute reporting.
• Demonstrate exceptional customer service (internal/external)
• Support Pure’s ESG program.
• Track and update the customer experience roadmap and priority matrix
• Work closely with marketing and communications to improve all customer facing communications

Required Skills and Experience

• Three to five years of related work experience, preferably within a hospitality or commercial real estate environment.
• Demonstrated ability to work both independently and in a team environment, is self‑motivated and takes initiative.
• Must have strong interpersonal skills to effectively communicate with internal and external parties and provide a high level of customer service.
• Able to collaborate and navigate within various departments at Pure to work together to make tenant‑centric decisions.
• Excellent computer literacy & skills (MS Office applications), particularly with excel creating presentations
• Strong analytical and critical thinking skills as this role requires understanding data from various sources, providing analysis in a presentable form, and speaking to the data in an open forum.
• Able to handle multiple projects simultaneously and adapt to a changing environment in a high‑growth company.

Our people are what makes us different. At Pure Industrial we are committed to workplace diversity and inclusion within our organization; therefore, we encourage all qualified persons from all backgrounds to apply. Accommodations are available, upon request, to all applicants with disabilities throughout our hiring process. Successful applicants will also be subject to a background check.