Customer Excellence Manager

Job Description

As Customer Excellence Manager, you’ll play a pivotal leadership role in ensuring every customer receives an outstanding experience throughout their journey with Summertime Pools. You’ll lead and support the Business Centre team, drive operational excellence, oversee reporting and performance, and collaborate with internal stakeholders to deliver exceptional results.

You’ll also act as the key escalation point for complex customer matters, ensuring issues are resolved professionally, efficiently, and with a customer-first approach

Key Responsibilities

• Ensure all customers across our business have an amazing experience through their interactions with the business and throughout their projects
• Ensuring departmental objectives and strategic goals are in line with company budgets
• Business Centre management including mentoring, training and recruitment support, ensuring department is operating in line with best practice
• Implement structures and strategies to improve processes and communication to maximise productivity and performance
• Liaison with key internal stakeholders including Sales Management & Pool Consultants, Construction Operations and Drafting throughout the project journey, ensuring Sales Operations & Client Services are providing the relevant support to internal resources to achieve customer satisfaction
• Business Centre reporting capturing key metrics against budgets and KPI’s
• Act as the primary escalation point for complex customer enquiries, complaints, and service issues, ensuring timely, fair, and effective resolution throughout the customer journey.
• Customer Excellence support for Joint Ventures (new and existing), ensuring that they are operating proficiently and in line with company systems and processes to achieve required company KPI’s and objectives
• Ensuring safety requirements are adhered to within department of responsibility

About you

You’ll be an experienced leader who enjoys building strong teams and creating positive customer experiences.

• Proven leadership experience in customer service, operations, or business management.
• Strong people leadership, coaching, and mentoring skills.
• Excellent communication and stakeholder management abilities.
• Experience managing KPIs, budgets, and operational reporting.
• A passion for continuous improvement and process optimisation.
• Outstanding problem-solving and conflict resolution skills.
• A customer-first mindset with the ability to balance commercial outcomes.
• Strong organisational skills and the ability to manage multiple priorities.

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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