Job Title: Customer Experience Manager
Location: West Dorset
Working Arrangements: Full-Time | Office-Based – 5 days per week
Hours: Monday–Friday | 8:00–16:30
Salary: £40,000

CCP are proud to partner with a well-established, premium subscription-based business entering its next phase of growth. The company has developed a complete, fully documented Customer Experience Operating System, which the incoming Manager will inherit, implement and evolve.

This structured framework underpins service delivery, team standards and customer lifecycle management, making this one of the most distinctive and strategically positioned CX leadership roles in the region.

This is a senior, hands-on leadership role within a high-retention, relationship-led environment. The business is founder-led and has built its reputation through quality and long-term customer relationships.

The Role

• Lead and develop a small team of Customer Experience Advisors
• Inherit, implement and continuously refine the documented Customer Experience Operating System
• Deliver structured training directly to the team, including service standards, communication frameworks and conflict resolution
• Oversee subscription lifecycle operations (billing, pauses, reactivations, retention)
• Refine CRM/ticketing workflows, reporting and automation
• Set communication standards across written and telephone channels
• Ensure high levels of telephone confidence and professionalism across the team
• Handle complex escalations and sensitive cases
• Act as the operational bridge between customers and senior leadership

This role requires experience within a premium, relationship-led environment. Candidates whose background is exclusively within high-volume contact centres or transactional retail environments will not be shortlisted.

This is not a volume call-centre environment. It is a precision-led, relationship-driven function where structure, standards and customer satisfaction take priority over speed metrics.

About You

• 5+ years’ customer service experience
• 2+ years in a team leadership or managerial role
• Strong subscription or e-commerce operational knowledge
• Confident using and improving CRM/customer service platforms
• High level of telephone confidence and ability to coach others in call handling
• Experience within a premium, relationship-led environment
• Calm, measured and highly professional under pressure
• Excellent written and verbal communication
• Comfortable working in a hands-on, office-based founder-led business
• Based within commutable distance of West Dorset

Progression This position offers a clear progression pathway to Head of Customer Experience, with responsibility expanding into strategic CX ownership, cross-functional influence and long-term service design.

If this role is of interest and you feel you have the relevant experience, please apply online and we’ll aim to respond within 72 hours. Alternatively, if you have any questions, please email dan@ccprecruitment.com