Multi-Site Customer Experience Manager

TN United Kingdom; London; On-site; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Multi-Site Customer Experience Manager to enhance customer service across various locations. This pivotal role involves leading a customer-centric culture, managing service delivery, and driving revenue through memberships and other services. With a strong focus on customer satisfaction, the role also encompasses overseeing teams across concierge, fitness, and food services. The company offers a comprehensive benefits package, including a free gym membership and health assessments, to support your wellbeing. If you're passionate about customer service and leadership, this opportunity is perfect for you.

Benefits

Free Gym Membership

Health Assessments

Retail Discounts

Pension Options

Qualifications

• Experience in leading customer service teams across multiple locations.
• Proven track record in managing customer satisfaction and revenue.

Responsibilities

• Lead a customer-centric culture supporting clients at all stages of their health journey.
• Manage complaints effectively to meet SLAs and reduce issues.

Skills

Customer Service Management

Complaint Management

Revenue Generation

Team Leadership

Education

Bachelor's Degree in Business or Related Field

Job description

Multi-Site Customer Experience Manager

Location: London, United Kingdom

Client: Nuffield Health

Job Category: Customer Service

Job Reference: 982c21bce3e5

Posted: 05.05.2025

Expiry Date: 19.06.2025

Job Description:

Overview: Nuffield Health is seeking a Multi-Site Customer Experience Manager to lead and enhance customer service across multiple locations. The role involves managing service delivery, customer satisfaction, and revenue generation through various service lines.

Responsibilities include:

1. Leading a customer-centric culture supporting clients at all stages of their health journey.
2. Managing complaints effectively to meet SLAs and reduce issues.
3. Overseeing concierge, Front of House, fitness teams, and Food & Beverage services.
4. Driving revenue and member retention across services like memberships, swimming, retail, creche, and junior programs.
5. Implementing initiatives to improve customer satisfaction, sales, retention, and profitability.
6. Deputising for the General Manager as needed.
7. Handling HR, payroll, and administration in compliance with policies and legislation.

Benefits:

Enjoy a comprehensive benefits package including free gym membership, health assessments, retail discounts, and pension options, designed to support your health and wellbeing.

Join us:

If you're interested, apply now. We review applications as they come and may close the role early if filled.