Customer Experience Manager
Classic Fine Foods UK Ltd | B Corp™ · London Area, United Kingdom
Tailor my CV for this job — freeAbout usClassic Fine Foods UK Ltd is a global food sourcing and distribution partner, connecting customers with carefully selected products from trusted producers worldwide. While quality remains at the heart of everything we do, we are equally focused on delivering value, reliability, and innovation across all customer channels. From everyday essentials to specialist ingredients, we help businesses source products that meet their commercial and culinary objectives.Our team are dedicated to developing opportunities and delivering quality – both in the representation of our brands and delivering the best service to our customers, and remain the Premium Wholesaler of Choice. About the RoleThe Customer Experience Manager will lead the development of a proactive, customer-focused service function that delivers exceptional support to our customers whilst enabling our Sales teams to focus on growth and relationship management.The role will be responsible for improving customer satisfaction, developing team capability, increasing accountability and driving continuous improvement across customer-facing processes. The successful candidate will help establish Customer Experience as the primary point of contact for customer service enquiries and support the adoption of digital tools and new ways of working.Key ResponsibilitiesCustomer Experience· Lead and continuously improve the customer experience across all touchpoints.· Monitor customer feedback, satisfaction and service performance.· Act as an advocate for customers within the business.· Ensure customer issues are resolved quickly and professionally.Team Leadership & Development· Lead and develop a high-performing Customer Experience team.· Implement training and development plans for all team members.· Improve product knowledge, commercial awareness and customer service skills.· Create clear career pathways and succession plans.· Build a culture of accountability, ownership and continuous improvement.Performance & Accountability· Establish and manage departmental KPIs and service standards.· Conduct regular performance reviews and coaching sessions.· Recognise high performance and address underperformance.· Use data and reporting to drive decision-making and improvements.Proactive Service Culture· Move the team from a reactive approach to a proactive one.· Empower team members to make decisions and take ownership of customer issues.· Reduce unnecessary escalations.· Identify recurring problems and implement long-term solutions.Customer Ownership & Commercial Support· Position Customer Experience as the primary operational contact for customers.· Reduce Sales involvement in customer service administration and issue resolution.· Strengthen collaboration between Customer Experience, Sales and Operations.· Improve customer confidence in the Customer Experience team.Process Improvement & Digital Adoption· Drive continuous improvement across customer service processes.· Support increased adoption of the company's e-commerce platform.· Support the implementation of automation and new technologies.· Improve efficiency by reducing manual administration and repetitive tasks.Skills & ExperienceEssential· Experience managing a customer service or customer experience team.· Strong people development and performance management skills.· Proven ability to improve service standards and customer satisfaction.· Excellent communication and stakeholder management skills.· Strong organisational and problem-solving ability.· Experience implementing KPIs and service measures.Desirable· Foodservice, hospitality, FMCG or distribution experience.· Experience with ERP systems (SAP preferred).· Experience supporting digital transformation or e-commerce adoption.Success After 12 MonthsThe successful candidate will have:· Improved customer satisfaction and service standards.· Developed a more proactive and accountable team culture.· Implemented clear KPIs and development plans.· Increased customer engagement with the Customer Experience team.· Reduced Sales involvement in service-related administration.· Improved product knowledge, cross-training and team capability.· Increased adoption of digital ordering channels.· Strengthened collaboration across departments.