Customer Experience Manager

Reports to: Director

Location: Newton Abbot, Devon

Salary: £40,000 to £43,000 per annum (depending on experience) + benefits

The Company: Established in 1984, AUK Group is a long-established, family-run company operating three distinct brands – AUK Hygiene, Modu Hygiene and SWS Hardware. AUK Hygiene is a leading UK manufacturer and supplier of cleaning chemicals and hygiene products serving the commercial cleaning, public, education and leisure sectors. Modu Hygiene creates and distributes custom-branded hand care dispensing solutions for wholesale purposes. SWS Hardware provides bespoke and high-quality hardware solutions for premium interiors to the construction industry.

The Role:

We are seeking a proactive and efficient Customer Experience Manager to join our dynamic team. In this role, you will collaborate closely with Directors and internal teams to champion exceptional customer experiences. By fostering seamless communication and collaboration across departments, you’ll play a key role in ensuring smooth operations across customer care, finance, and purchasing. With a strong focus on delivering exceptional customer experiences, you will play a key role in helping the company meet its targets. Your sales-focused mindset and commitment to excellence will be vital in supporting the business's growth and ensuring the highest standards of service across all functions.

Responsibilities:

• Oversee and coordinate activities across the customer care, finance, and purchasing teams for efficient operations.
• Act as the primary point of contact for stakeholders, managing queries and requests professionally.
• Ensure seamless communication and collaboration between teams to facilitate decision-making.
• Use tracked data to ensure teams are aligned with company goals and objectives.
• Support the team with HR-related needs, including training, coaching, 1:1 meetings, and performance reviews.
• Support with recruitment, onboarding, and training to equip teams with the necessary skills and resources.
• Prepare reports and presentations for leadership, providing insights to drive decision-making.
• Represent a thorough understanding of procedures and processes, and coach the team on these to enhance efficiency, compliance, productivity, and workflow.
• Ensure compliance with company policies and legal/regulatory requirements.
• Leverage data to make strategic, high-quality decisions.
• Deliver an exceptional customer experience to drive retention and sales growth.

The Person:

The successful candidate will have proven experience in a management capacity within an office setting, supporting cross-functional teams and customer experience initiatives across various activities. You will possess strong organisational skills, with the ability to manage competing priorities and deadlines effectively. Experience in monitoring team performance using KPIs and data will be essential, along with the ability to communicate confidently with stakeholders at all levels. As a proactive problem-solver, you will be confident in budget monitoring and expense tracking. Strong attention to detail, accuracy in document preparation, and proficiency in MS Office are required, as well as the ability to work both independently and collaboratively across departments. Experience in a similar industry, such as wholesale, distribution, procurement, or manufacturing, would be desirable.

The Rewards:

In return, we offer a competitive salary package of £40,000-£43,000 per annum, pension scheme, 28 days’ holiday per year (including bank holidays), staff discounts, access to profit share scheme, and the opportunity to be part of a friendly and expanding business. If you feel you have the skills, knowledge, and experience, and want to be part of an ambitious and growing organisation, please apply today. Closing date for applications will be Tuesday 4th March. No agencies please.