Customer Excellence Manager

Job Description:

Customer Excellence Manager

Crewe, Onsite

What This Role Is All About

Are you passionate about creating seamless customer experiences and driving meaningful change? We're looking for a Customer Excellence Manager to be the voice of the customer, leading improvements across our Device Protection and Pre-Owned/Trade-In journeys.

Working across Digital, Operations, Warehouse, Contact Centre, Commercial, Compliance, Marketing, and Global Product teams, you'll take ownership of end-to-end customer journeys, identifying pain points and opportunities to improve both the customer and colleague experience. Using customer feedback, operational insight, complaints data, and performance metrics, you'll turn insights into actionable improvements that deliver measurable results.

This role is ideal for someone who enjoys bringing teams together, influencing stakeholders, and finding better ways of working to deliver continuous improvement. You'll play a key role in shaping how customers interact with Likewize, ensuring journeys are simple, intuitive, efficient, and aligned with best practice.

Your Key Areas of Focus

- Own and continuously improve the end-to-end customer journeys for Device Protection and Pre-Owned/Trade-In products.
- Identify customer pain points and opportunities for improvement through customer feedback, complaints data, operational insight, and performance metrics.
- Partner with teams across the business to deliver seamless, joined-up customer experiences and remove barriers across the customer journey.
- Drive operational and digital process improvements, enhancing efficiency, user experience, and customer outcomes across all touchpoints.
- Monitor customer experience performance, measure the impact of improvements, and ensure journeys remain compliant, consistent, and aligned with business objectives.

What We’re Looking For

- Experience in Customer Experience (CX), customer journey management, service design, continuous improvement, or a similar customer-focused discipline.
- Strong understanding of digital customer journeys, user experience (UX), and operational processes.
- Excellent stakeholder management and collaboration skills, with the ability to influence and engage teams across multiple functions.
- A data-driven approach, using customer feedback, NPS, complaints, and operational metrics to inform decision-making and prioritisation.
- Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies, with a passion for identifying opportunities and driving better outcomes for customers and colleagues.

Get To Know Us

The world runs on connected devices. At Likewize, we make the experience around them work better. We partner with many of the world’s biggest brands to design and deliver seamless device journeys across protection, repair, upgrade, and renewal. We help our partners unlock growth by putting customer experience at the center of the entire device lifecycle. When tech goes wrong, we make it right. When customers are ready for something new, we make the transition simple. We operate on a global scale but never lose sight of the individual customer. Innovation is part of our DNA. We move fast, challenge the obvious, and look for better answers.

We are driven by Success, Passion, Professionalism, Accountability and Teamwork – and we look for people who share the same values. At Likewize, we Go for Growth. To us, that means passion over complacency, accountability over excuses, teamwork over silos, and professionalism as the standard. This is how we create success. If that fires you up, you’re going to love it here.

To learn more about who we are, visit our website at www.likewize.com.

Where We Work

Our UK Head office is located less than two miles from the centre of Crewe, making it an easy and convenient commute. Crewe train station is just a 20‑minute walk away, and for those who prefer to drive, there’s a large free on-site car park available.

Once you’re here, you’ll also find plenty of added perks. Paying for a gym membership? You can cancel it when you join us, as our Crewe office has a free on-site gym, open seven days a week.

The office itself is a fun and vibrant space, designed to encourage creativity and fresh ideas. It features spacious meeting rooms, fully equipped desks, and dedicated wellness rooms.

All of this makes our Crewe office a comfortable, accessible, and inspiring place to work.

Ensure Fairness & Embrace Differences

Together we are committed to creating a work environment where differences are celebrated and are essential to our success. We are a Disability Confident employer and are committed to creating an inclusive and supportive environment for all. We actively encourage applications from individuals with disabilities and will make reasonable adjustments throughout the recruitment process and in the workplace to ensure accessibility and equal opportunity. If you require any accommodation during the application or interview process, please let us know — we’re here to help.