Benefits
- Company pension
- Bonus scheme
- Private medical insurance
- On-site parking
- 25 days annual leave + bank holidays (36 total)
- Birthday day off (post-probation)
About the Role
Vortice is a privately owned global leader in ventilation solutions. As we approach our 50th anniversary, our UK business is entering a new phase of growth—and we’re looking for a Customer Experience Manager to play a central role in that journey.
Reporting to the Director of UK Operations, you will lead and shape the end-to-end customer experience across the business. This is a high-impact role with responsibility for Customer Service, Internal Sales, and Technical teams, ensuring a seamless, proactive, and commercially focused customer journey.
You’ll sit on the UK Management Team, contributing to business-wide decisions and driving improvements that directly impact performance, customer retention, and growth.
A Day in the Life
No two days look the same—but typically you’ll be:
- Starting the day reviewing team performance, customer feedback, and any live issues requiring escalation
- Running quick check-ins with Customer Service, Internal Sales, and Technical teams to set priorities and remove blockersSupporting your team on complex customer cases—balancing speed, fairness, and commercial outcomes
- Meeting with the Director of UK Operations to align on priorities, performance, and key accounts
- Analysing data (sales, service levels, customer trends) to identify improvement opportunities
- Driving process changes—whether that’s refining order flows, improving communication, or tightening response times
- Engaging with key customers to strengthen relationships and understand their needs first-hand
- Working cross-functionally with supply chain and logistics to ensure service levels are maintained
- Coaching team members, giving feedback, and building capability across all functions
- Wrapping up the day with clear actions, ensuring teams are aligned and set up for success
It’s a hands‑on leadership role where you’ll be close to the detail, but always focused on the bigger picture—improving performance, developing people, and delivering a best-in‑class customer experience.
What You’ll Be Doing
- Lead, develop and align Customer Service, Internal Sales, and Technical teams
- Drive a customer‑first culture across all touchpoints
- Identify and implement process improvements that enhance efficiency and customer experience
- Take ownership of complex customer issues, delivering fair and commercially sound resolutions while identifying root causes
- Analyse customer feedback, service metrics, and performance data to drive continuous improvement
- Set, track and report on team OKRs and sales performance
- Support key customer relationships, including head office accounts
- Partner with supply chain and logistics to improve forecasting and service levels
- Deliver clear communication across teams on process changes and business updates
- Conduct performance reviews and build development plans across your teams
What We’re Looking For
- Proven experience in a customer experience, internal sales, or order management leadership role
- Strong commercial awareness—able to balance customer satisfaction with business outcomes
- A confident leader who can coach, develop and challenge teams to perform at a high level
- Highly organised, with the ability to manage multiple teams and priorities in a fast‑paced environment
- A proactive, problem‑solving mindset with a focus on continuous improvement
- Excellent communication skills, with the ability to influence across functions
- Advanced Excel skills (pivot tables, formulas) and strong Microsoft Office capability
- Resilient, driven, and comfortable operating in a changing environment
Why This Role?
This is an opportunity to take real ownership of the customer experience within a growing UK business, with direct exposure to senior leadership and the ability to shape how we operate.
If you’re looking for a role where you can lead from the front, make tangible improvements, and build high‑performing teams, we’d like to hear from you.
Additional Information
- Full‑time, office‑based role in Burton‑on‑Trent
- UK and occasional international travel may be required
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