Customer Experience Manager

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🕒 May 28

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Love Recruitment Ltd

WebsiteLinkedInAll Job Openings

11 - 50 employees

🎯 Recruiter

🤝 B2B

⚽ Sports

Recruitment • B2B • Sports

Love Recruitment Ltd is the UK's leading specialist recruitment agency dedicated to the fitness and leisure industries. The company connects candidates with exceptional job opportunities in commercial fitness, boutique fitness, independent gyms, and leisure sectors across the UK. They offer recruitment services for various roles, from personal trainers to gym managers and leisure centre staff. With a focus on service and delivery, Love Recruitment is known for its proactive approach to placing the right candidates in the right jobs, and they also provide resources like career guides and podcasts to assist candidates in their job search.

📋 Description

• Manage and optimise AI-powered customer service and sales workflows • Oversee customer enquiries, escalations, conversion flow, and service quality • Line manage and develop the Customer Experience Executive • Own the customer journey across rental and pre-loved product sales • Drive accessory and warranty upsell opportunities • Monitor customer feedback, reviews, and online reputation across platforms including Trustpilot and Google • Analyse conversion and service data to continuously improve performance • Support expansion into European markets including DACH, Iberia, Benelux, Italy, and France • Work cross-functionally with logistics, sales, and commercial leadership teams

🎯 Requirements

• Experience in customer experience, inside sales, or customer operations • Commercially driven with a strong customer-first mindset • Comfortable working with AI tools and automated workflows • Strong organisational and communication skills • CRM experience, ideally HubSpot • Data-driven approach to decision making • Previous management experience or readiness to step into leadership