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Southampton, England, United Kingdom · On-site
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Southampton, England, United Kingdom • On-site
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The Customer Experience Manager will lead and transform the UK Customer Experience team by driving a customer-first culture and improving operational performance. They will act as the senior point of contact for key automotive clients while implementing sustainable processes and managing cross-functional relationships.
Candidates must have proven leadership experience in customer service or operations with a track record of delivering measurable performance improvements. Strong stakeholder management, analytical capabilities, and the ability to work independently are essential for this role.
NVD UK, a leading vehicle logistics and services provider, is seeking an exceptional Customer Experience Manager to lead and transform our UK Customer Experience function.
Operating within a fast-paced, high-growth environment, you will take full ownership of the UK Customer Experience Team, driving a customer-first culture, improving operational performance, and building a highly engaged, high-performing team. This is a pivotal leadership role for a hands-on, commercially aware manager who thrives on creating structure, developing people, driving accountability, and delivering measurable improvements in customer outcomes.
We are seeking a proven leader who can identify opportunities for improvement, implement sustainable processes, and operate with a high degree of autonomy while managing relationships with some of the world’s leading automotive brands.
Pay and Benefits
Death In Service Benefit
Digital GP
Pension Scheme
Staff Purchase Schemes: Tyres and Tools
Employee Assistance Programme
Bike to Work
Performance-related bonus opportunity
Comprehensive training and ongoing professional development
Staff car parking privileges
Discounted gym membership
Bike to Work
Key Responsibilities:
As the Customer Experience Manager, your responsibilities will include:
• Team Development & Performance Leadership: Lead, mentor, and develop the UK Customer Experience Team, establishing clear performance standards, accountability frameworks, coaching plans, and development pathways to build a high-performing culture.
• Team Transformation & Capability Building: Assess existing team capability, identify performance gaps, and implement improvement initiatives that enhance service quality, productivity, engagement, and customer satisfaction.
• Account & Client Relationship Management: Act as the senior point of contact for key automotive clients, ensuring exceptional service delivery, SLA compliance, and long-term relationship development.
• Process Optimisation, Onboarding & Continuous Improvement: Review, challenge, and improve customer experience processes across the vehicle lifecycle, identifying root causes of recurring issues and implementing sustainable solutions.
• Performance Management & KPI Delivery: Establish, monitor, and drive key operational and customer service metrics, ensuring targets are achieved and performance trends are proactively addressed.
• Strategic Problem Solving: Take ownership of operational and customer challenges, developing practical solutions and driving initiatives independently with minimal supervision.
• Cross-Functional Leadership: Collaborate closely with Operations, Transport, Warehousing, and Senior Leadership teams to improve customer outcomes and operational efficiency.
• Change Management: Lead and support business improvement initiatives, embedding new processes, behaviours, and service standards across the team
Requirements:
We are seeking candidates with the following qualifications and attributes:
• Proven leadership experience within customer experience, customer service, account management, operations, or a related environment.
• Demonstrated success leading, coaching, and developing customer-facing or operational teams.
• Track record of delivering measurable improvements in service quality, customer satisfaction, team productivity, or operational performance.
• Strong ability to operate independently, take initiative, and drive improvements without requiring close supervision.
• Excellent stakeholder management and relationship-building skills, with the confidence to engage effectively with senior clients and internal leaders.
• Strong commercial awareness and ability to balance customer expectations with operational realities.
• Strategic thinker with excellent analytical and problem-solving capabilities.
• Experience developing SOPs, performance standards, training programmes, and continuous improvement initiatives.
• Proficiency in Microsoft Office Suite and CRM systems.
• Exceptional organizational skills, attention to detail, and ability to manage multiple priorities.
• Highly adaptable with strong conflict resolution and decision-making capabilities in fast-paced environments.
• Automotive, logistics, fleet, or supply chain experience would be advantageous but is not essential.
• Willingness to travel occasionally for client meetings.
• Full UK driving license required.
Equal Opportunities Statement
National Vehicle Distribution is an equal opportunity employer committed to fostering a diverse and inclusive workplace. We value openness, innovation, customer focus, and operational excellence. Our organisation actively promotes equality and prohibits discrimination based on gender, marital/civil status, family status, age, disability, sexual orientation, race, religion, or membership of the Traveller community, in accordance with Irish and UK equality legislation. We encourage applications from all qualified individuals and are dedicated to creating an environment where everyone can thrive and contribute to our shared success.
#IND1
Leading the Way in Vehicle Logistics and Transportation
Since its establishment in 1980, this family owned Irish company has continuously strengthened and improved on its position as the main suppliers of vehicle transport and vehicle storage in Ireland. An ISO certified company, NVD provides a range of services including transportation, body repairs, pre delivery inspections, vehicle conversions and enhancements as well as monitored 24 hour secure storage. NVD’s transporters operate throughout Ireland, Northern Ireland, the UK and mainland Europe providing direct deliveries from factory to dealer. The company also provides a dedicated Dealer to Dealer service within Ireland. With 75 hectares of secure storage, NVD has the capacity to hold 35,500 units at their facilities in Rosslare, Ringaskiddy and Baldonnel, all of which service Ireland’s main ports and facilitate vehicle shipments from all over the world. At NVD all services are tailored to meet and exceed your exact needs, guaranteeing you the ultimate in flexibility, an effective and efficient service and a wealth of experience that you can depend on. The company’s state-of-the-art facilities make them the first choice in handling both new and nearly new vehicles.
Offices: Marshmeadows, New Ross, Co. Wexford Y34 XY81, IE · Brownsbarn, Baldonnell, Co. Dublin D22 AV20, IE · Rosslare Harbour, Rosslare, Co. Wexford Y35 PR99, IE · Ringaskiddy Port, Ringaskiddy, Co. Cork, IE
There are currently 200 open management & leadership positions in Southampton, United Kingdom listed on Clera. New openings are added daily as companies post roles.
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