Customer Experience Manager - Lifestyle Vertical

About the role

As a Customer Experience Manager for the Lifestyle vertical, you will lead a team dedicated to delivering exceptional service to both existing and new customers. You will work closely with internal stakeholders to drive operational and financial improvements that meet or exceed Key Customer Experience Index (KCXI) and Customer Satisfaction and Loyalty Survey (CSLS) targets.

Key responsibilities

• Drive team execution to achieve individual customer KPIs, KCXI scores and CSLS goals.
• Build strong relationships with key clients and internal partners, identifying upselling opportunities.
• Achieve productivity targets, optimise service delivery costs and complete regular CM1 financial reviews.
• Conduct performance appraisals and create development plans for direct reports.
• Manage workforce planning to ensure seamless service coverage during holidays and leave periods.
• Model company values and deliver ad‑hoc business reports on schedule.

Required profile

• Proven experience in customer experience or client‑facing management roles.
• Strong leadership skills with the ability to coach and develop a team.
• Excellent analytical mindset for identifying operational and financial improvements.
• Ability to work collaboratively with cross‑functional stakeholders.

Required skills

What we offer

• Opportunity to work in a global, high‑pace logistics environment.
• Collaboration with diverse, professional colleagues who live the company values.
• Recognition and reward for performance and contribution.