Customer Experience & Client Engagement Division Manager

About the role

We are seeking a dynamic, customer‑focused Division Manager to lead the development and implementation of our customer experience and client engagement strategies. Reporting to the Commercial Director, you will ensure every customer interaction adds value, builds trust, and strengthens long‑term relationships across all touchpoints.

Key responsibilities

• Design and execute a company‑wide customer experience strategy aligned with business objectives.
• Map and continuously improve the end‑to‑end customer journey, identifying pain points and service gaps.
• Develop structured client engagement programmes and maintain continuous communication with key customers.
• Establish systems for collecting, analysing, and responding to customer feedback and complaints.
• Set and monitor service‑quality KPIs, conduct regular assessments, and drive corrective actions.
• Analyse customer behaviour, segmentation, and trends to support commercial decisions.
• Collaborate with Sales, Marketing, Operations, Finance, and IT to enhance service delivery.

Required profile

• Proven leadership experience in customer experience or client engagement functions.
• Strong analytical capability with a data‑driven decision‑making approach.
• Excellent communication skills and ability to influence cross‑functional teams.
• Track record of translating customer feedback into measurable business improvements.

Required skills