Customer Experience Manager

About Us

Ellis Mather Group is a growing portfolio of e-commerce and manufacturing businesses headquartered in the East Midlands. Our portfolio currently includes Magnet Expert Ltd, FIRST4MAGNETS, MAKE Metalwork and Pentaura, operating across e-commerce, engineering, manufacturing and consumer products.

As we continue to grow both organically and through acquisition, we are looking to further strengthen the support and experience we provide to our customers across the Group.

The Opportunity

We are seeking a Customer Experience Manager to support customer experience activity across multiple businesses within the Group.

This role will work closely with our sales, operations, logistics and manufacturing teams to help ensure customers receive a consistently professional, proactive and high-quality experience throughout their journey with us.

This is a varied role suited to somebody who enjoys problem solving, communicating with people and helping keep a fast-moving business operating smoothly.

Key Responsibilities

• Manage customer enquiries and communications across multiple Group brands.


• Support the sales team with customer updates, order coordination and general customer communication.


• Liaise with operations, logistics and manufacturing teams to help resolve customer queries and delivery issues.


• Monitor customer orders, lead times and ongoing customer requirements.


• Handle customer concerns professionally and proactively, helping ensure positive outcomes.


• Identify recurring customer issues and support improvements to systems, processes and communication.


• Maintain a consistently high standard of customer service across all brands and platforms.


• Support wider business operations and administrative activity where required.
  
  

About You

You’ll excel in this role if you:

• Have previous experience in customer service, customer experience or sales support.


• Communicate clearly and professionally with both customers and colleagues.


• Are highly organised and comfortable managing multiple priorities simultaneously.


• Enjoy solving problems and taking ownership of situations.


• Can work proactively and independently within a fast-paced environment.


• Have strong attention to detail and take pride in delivering a high standard of work.


• Have experience within e-commerce, manufacturing or distribution environments (advantageous but not essential).

What We Offer

The successful candidate will join us and become ingrained into our awesome company culture from the off-set. With a comprehensive onboarding package featuring departmental and cross-departmental training, regular check-in reviews, and product training with our experienced team members, you’re guaranteed to get off to a flying start.

Once you’ve settled in, you’ll have the opportunity to work remotely for periods throughout the week, the freedom is yours.

You’ll have access to our range of benefits including our employee referral scheme, community fund package, and of course our office snacks (mainly healthy, but there’s always cake). Better yet, you’ll start off with 33 days of annual leave, and the longer you stay with us, the more time off you’ll accrue. You’ll also gain access to our family-friendly package, and time will certainly fly when you join us on our company socials and charity events.