Customer Experience Manager - 12mths FTC

Role Overview

The Customer Experience Manager is the strategic link between Footasylum and our outsourced contact centre partner. You will own the partner relationship end-to-end – setting shared goals, maintaining open communication, and driving joint accountability for customer outcomes.

Your focus: make every customer interaction count. You will use sentiment analysis and Trustpilot performance as core measures of success, translating insight into action with your outsource partner to continuously raise the bar on customer experience.

Key Responsibilities

Partner Relationship Management

• Act as the primary relationship owner for the outsourced contact centre, building a collaborative, transparent partnership grounded in mutual accountability

• Establish and maintain regular governance cadences – performance reviews, service improvement workshops, and strategic planning sessions – with the outsource partner's leadership team

• Address service issues early through proactive dialogue; resolve escalations jointly with the outsource Contact Centre Manager (CCM)

• Champion a ‘one team’ culture across Footasylum and the outsource operation, ensuring brand values and customer-first principles are embedded in every interaction

Customer Sentiment & Trustpilot Performance

• Own sentiment analysis across all contact channels; surface trends, root causes, and opportunities for improvement

• Set Trustpilot targets with the partner and lead joint initiatives to improve ratings and review volume

• Translate customer feedback into actionable recommendations for the outsource team and wider business

• Report regularly to the Head of Operational Solutions on sentiment trends, Trustpilot performance, and partner progress

Operational Excellence

• Ensure the partner delivers against agreed SLAs for response times, resolution rates, and customer satisfaction

• Analyse AI agent containment and handover friction; work with the Operations Support team to optimise automation without compromising experience

• Drive ‘right first time’ resolution and reduce repeat contacts through coaching, process improvement, and knowledge sharing

• Oversee forecasting and capacity planning with the partner to meet demand across peak and BAU periods

Stakeholder Engagement

• Represent the voice of the customer internally; engage the wider operations team, the digital team and product teams to resolve systemic issues

• Build strong relationships across brands and departments, positioning the contact centre as a value driver rather than a cost centre

Compliance & Escalation

• Ensure the outsource partner adheres to all compliance and legislative requirements, including DSAR and facilities/store complaints

• Handle high-level escalations and complaints, gathering information and coordinating a resolution with the CCM

What You'll Bring

• Proven experience managing outsourced or third-party contact centre partnerships

• A track record of improving customer sentiment, NPS, or review-site performance

• Strong commercial awareness and the ability to balance customer outcomes with operational efficiency

• Excellent stakeholder and relationship management skills at all levels

• Confidence in challenging the status quo and championing new ideas

• Data literacy – comfortable interpreting sentiment dashboards, Trustpilot analytics, and operational MI

About You

We need to bring in people with a passion for what we do. Someone that can understand our brand and why it's important to our loyal Customers.

You'll have to have a genuine enthusiasm for creating exceptional Customer Experiences and be ready to put in the hard work to help us achieve our ambition of being the best at what we do.

Experience of Contact Centres or Fashion Retail is not essential though if you already work in our stores then we specifically want to hear from YOU. What is essential is your ability to care about what we do, focus under pressure, to learn new systems quickly and be flexible to work shifts.

Speaking with our Customers, delivering an exceptional experience every time. You'll be finding ways to solve issues that they have without losing focus of the need to show them you genuinely care.

Diversity

We recognise and value the importance of diversity to help make sure we have lots of different perspectives when we are providing service to our Colleagues and Customers. We know that this will help us build a great service, which our Customers will love. This is great news for our business. Diversity for us is also, importantly, about building happy teams full of people that want to learn and want to be inspired by each other and our different experiences.

Recruitment Process

We value open and honest conversations and collaboration, giving you a chance to learn about what we are doing in an informal and friendly environment. We want to know about you and why you feel that this is the opportunity for you.

Requirements

• Experience in providing customer service support

• Proficiency in English

• Working knowledge of customer service software, databases and tools

• Ability to think analytically and to influence

• Strong client-facing and communication skills

• Advanced troubleshooting and multi-tasking skills

• Customer service orientation

• Experience of using Microsoft excel for reporting/analytical purposes (ideal but not essential)

• Must be able to work shifts, Monday - Sunday