Vacancy: Customer Experience Manager

Title: Customer Experience Manager (CEM)

Reports to: Director of Sales

Based at: Brookhouse Mill

Hours per week: 35 hours per week


Job purpose: The primary role of the CEM is the coordination and administrative support for the integrated sales and customer service functions.

The CEM will design and develop programmes and processes to help the organisation understand, analyse, and create a positive customer journey.

They will educate internal staff on customer experience concepts, value proposition and processes, and serve as customer advocate within the management team.


Key Responsibilities:

  • Responsible for managing day-to-day operation of the Customer Contact Centre which handles sales, after sales service and customer credit control
  • Deliver a performance management framework across the Contact Centre, including performance standards, objectives and personal development plans
  • Drive the highest levels of service from the Contact Centre via active visible management, a robust formal performance review process, and clearly documented performance meetings
  • Gather intelligence related to the wants and needs of the current and targeted customers and help design and integrate systems and processes to support that objective and to build customer loyalty
  • Maintain the Contact Centre as being central to Customer Experience – being able to spot and resolve any issues which impair service, working closely with internal departments and managers
  • Work with IT/Dev across telephony, email, CRM, web and ERP ensuring that operational costs are minimised and service maximised
  • When required, deliver short term initiatives that address business needs, whilst maintaining focus on any strategic plans
  • Undertake analysis and deliver implementation plans for new initiatives within the Contact Centre


Team Cormar:

  • Hold regular team briefs and one to ones with members of the team
  • Ensure the team are communicated to regularly and effectively
  • Complete an agreed number of projects related to one or more of cost, quality, service and culture
  • Adhere to and promote the Cormar Values
  • Regular and effective ‘recognition’ of the team



  • Complete regular MSQ surveys & Peer Reviews
  • Cover and support Team Leader duties as required
  • Understand how own role and KPI’s impact on organisation and department objectives


Skills / Qualifications:

  • Proficient in use of MS Office including Word, Outlook and Excel
  • Experience of implementing, developing and using a CRM system (preferred)
  • Experience of designing and implementing a framework of objectives, standards of performance, performance reviews and personal development plans
  • Expertise in the development and operational deployment of contact centre technology, and the integration of multi channel
  • Previous experience of managing a contact centre and team
  • Ability to communicate effectively both orally and in writing at all levels
  • Ability to make effective decisions from data available and proactively problem solve
  • Ability to cope under pressure
  • Ability to plan and organise tasks and guide others in the satisfactory completion of tasks

If you feel you have the knowledge, drive and commitment to join our passionate, leading brand as our Customer Experience Manager, then apply now!

Please send applications to Carla Grant, HR Manager, Cormar Carpets, Brookhouse Mill, Greenmount, Bury BL8 4HR, or email Closing date is 31st January 2022.

Customer Experience Manager