Customer Experience Manager

Customer Experience Manager
Are you a strategic thinker with a passion for service excellence? A leading UK-based educational travel provider is seeking a talented Customer Experience Manager to join their successful team. This is a fantastic opportunity to shape how thousands of young travellers experience school trips, while driving innovation and continuous improvement across the business.

Customer Experience Manager – Role & Responsibilities:
This pivotal role places you at the centre of the organisation’s customer journey strategy. You’ll be responsible for gathering and interpreting feedback, identifying service gaps, and collaborating across departments to implement meaningful improvements. Your work will directly influence customer satisfaction, retention, and brand reputation.

• Acting as the primary contact for all customer feedback and concerns
• Analysing feedback trends and translating insights into actionable improvements
• Leading internal discussions to address service challenges and enhance delivery
• Engaging with customers who raise issues before, during, or after travel
• Encouraging repeat bookings through strategic collaboration with sales teams
• Ensuring company practices align with industry regulations and internal policies
• Overseeing data protection compliance and acting as the designated person for GDPR matters
• Designing and delivering training programmes focused on service excellence
• Managing insurance-related processes including claims, training, and reconciliation
• Contributing to health and safety and incident response planning
• Championing inclusive travel experiences and ensuring accessibility standards are met
• Advising on the ethical use of emerging technologies, including AI, to enhance customer service

Customer Experience Manager – Skills & Experience Required:

• Experience of working in a customer service / customer relations / quality assurance management role within the travel sector
• Familiarity with UK travel regulations including ABTA Code of Conduct & Package Travel Regulations.
• Strong interpersonal and conflict resolution skills
• Ability to interpret data and present strategic recommendations
• Excellent organisational and collaboration skills
• Knowledge of safeguarding policies in travel or education
• Awareness of AI tools and their application in customer engagement
• Proven success in high-pressure service environments
• Confident communicator and trainer
• Self-motivated with strong time management

Customer Experience Manager – Additional Info & Key Benefits:

• Salary £31k to £34k depending on experience
• Hybrid working after initial induction, 3 days in the office
• Two annual learning and development days
• Opportunity to travel and experience trips first-hand
• Supportive, people-first company culture

Please apply for the position of Customer Experience Manager online or email your cv to lisa@candm.co.uk