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ApplyRole: Customer Experience Manager
Location: Hybrid - Manchester, M23 9NF
Company: Endress+Hauser Ltd
Pay: £40-£45k (dependent on experience) +5% bonus
Who are we?
Endress+Hauser is a global leader in measurement instrumentation, services and solutions for industrial process engineering. We help our customers optimise their processes in terms of reliability, safety, economic efficiency, and environmental impact. We are committed to providing outstanding customer experiences and fostering long-term partnerships - this is where you will be invaluable!
More About the Customer Experience Manager role:
Our customers are at the heart of everything we do, and we’re looking for an inspiring Customer Experience (CX) leader to ensure they feel valued in every interaction. As a passionate advocate for CX, you will drive customer excellence for our UK operations, enhancing satisfaction, loyalty, and retention. Your role will be to map and refine the customer journey, identify opportunities for meaningful improvement, and implement sustainable enhancements that create lasting impact. With the customer experience at the forefront of our efforts, you’ll support our continuous improvement initiatives, ensuring we evolve and innovate to meet and exceed customer expectations. We want you to think strategically and develop forward-thinking programmes that embed a culture of exceptional, seamless customer experience that our customers remember.
Key Responsibilities for the Customer Experience Manager role:
•Developing, managing and executing customer-experience programmes that elevate satisfaction, loyalty, and retention.
•Mapping the customer journey and continuously improve touchpoints across the entire journey to enhance engagement and drive long-term value.
•Leveraging data insights to identify trends, address pain points, and drive meaningful improvements through data-driven decision-making, while continuously exploring external innovations to keep us at the forefront of CX in our industry.
•Advising and supporting senior leadership by monitoring customer satisfaction metrics, feedback loops, and market trends, ensuring the voice of the customer shapes strategic decisions and daily operations.
•Building on our strong customer-centric culture, act as a champion for our customers - mentor, coach and guide our colleagues on ‘what good looks like’ and collaborate with our training and development team to embed a customer-first mindset and training initiatives.
•Assisting and supporting the wider business improvement initiatives by supporting the wider continuous improvement department to enhance overall business performance.
Qualifications & Experience
Essential skills for the Customer Experience Manager role:
•Knowledge in mapping and optimizing customer journeys to enhance the customer experience.
•Proven track record of implementing initiatives that drive measurable improvements.
•Strong stakeholder management, leadership, and coaching skills to foster a customer-centric culture.
•Ability to interpret insights, act on feedback, and influence strategic change.
•Skilled in data analysis and customer satisfaction metrics (e.g., NPS, Qualtrics) to inform business decisions.
Desirable skills for the Customer Experience Manager role:
•A proactive, collaborative mindset, capable of working cross-functionally to enhance CX.
•Experience in designing and delivering customer-centric programmes.
•Strong presentation skills, with the ability to deliver compelling insights.
•An agile, growth-focused approach, with the ability to thrive in a fast-evolving environment.
•Knowledge of Lean Six Sigma methodologies for problem-solving in complex situations.
•Flexibility to travel for customer visits and global CX events.
Why choose Endress+Hauser?
•It’s your opportunity to work with a family-owned global leader in the process industry.
•We offer a supportive and collaborative work environment.
•We are committed to professional development and career growth.
•We offer a competitive salary and benefits package.
•Our company has a focus on innovation, continuous improvement and growth mindset.
Join us at Endress+Hauser and be a part of a team dedicated to enhancing customer experiences and driving success. We look forward to hearing from you!
Endress+Hauser is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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