Senior Customer Experience Manager

We are looking for a dynamic and strategic Senior Customer Experience Manager to lead our customer experience function and shape how our customers interact with our luxury products and services.

Reporting into the Beds Managing Director, the Senior Customer Experience Manager will be passionate about understanding customer behaviour, improving service delivery, and inspiring teams to deliver exceptional experiences and make a real impact.

Location – The Innovation Centre, Leeds. LS11 5SB

Hours – Monday – Friday, 37.5 hours

This is a pivotal leadership role where you will influence at senior level, drive cross‑functional collaboration, and champion a customer focused culture across the organisation.

Key Responsibilities include:

• Lead and support the customer experience team to deliver outstanding service across all interactions, including calls, emails, and in‑person touchpoints.
• Keep the team focused, organised, and efficient, ensuring all inbound tasks are actioned promptly to prevent delays or backlogs.
• Drive accuracy and performance through KPIs, monthly reviews, and continuous improvement, reducing errors and enhancing service quality.
• Build strong relationships with key customers, ensuring open communication around escalations, delivery changes, special requests, and service issues.
• Develop effective working relationships across the business — including sales, transport, operations, procurement, and marketing — to ensure a seamless customer journey.
• Improve and evolve our technology and process landscape to enhance service accessibility, efficiency, and customer satisfaction.
• Work closely with the Institute of Customer Service to maintain best practice and support ongoing improvement initiatives.

Key Skills & Experience:

• Strong experience using CRM systems to understand customer behaviour and support service delivery.
• Exceptional communication, interpersonal, and presentation skills, with the ability to influence at all levels.
• Proven track record of delivering high‑quality customer service, using your leadership skills to drive individual and team performance.
• Advanced analytical and problem‑solving abilities, with confidence interpreting data to inform decisions.
• Highly KPI and target‑driven, with a focus on achieving measurable outcomes.
• Ability to interpret historical trends and activities to shape future customer experience strategies.
• Skilled in building and maintaining strong working relationships, fostering a customer‑first culture across the organisation.
• Practical, solutions‑focused mindset with a natural curiosity to innovate and continuously improve.
• Hands‑on experience working directly with customers or clients in a commercial environment.
• Demonstrated ability to produce accurate, timely information in a fast‑paced, dynamic setting while meeting tight deadlines.
• Ability to work collaboratively across all business functions to ensure a consistent, high‑quality end‑to‑end customer journey across stages, channels, and touchpoints.

Craft your future with us. At Harrison Spinks, we have been handmaking luxury mattresses in Britain since 1840 - with innovation, sustainability, and passion stitched into every seam. Join a team where tradition meets purpose, and your work truly matters.