Customer Excellence Manager (AI)

Location: Brighton HQ, UK; hybrid, full time and permanent, with periodic travel to offices in the US and Germany

Company

A global platform for buying, selling, and trading used photography and videography equipment, focused on sustainable and circular commerce.

What you will do

• Translate the AI-augmented customer experience strategy into measurable operational outcomes.
• Build a global performance framework covering FCR, SLA, CSAT, and commercial impact.
• Lead workforce planning across regions using customer demand and AI deflection data.
• Redesign customer support policies and processes for faster, fairer, and more automatable decisions.
• Define AI-ready advisor capabilities and partner with training and leadership to develop them.
• Connect performance, policy, and capability data to identify and drive improvements.

Requirements

• Experience in customer operations, performance management, or workforce planning.
• Strong analytical ability to turn data into clear operational actions.
• Understanding of contact centre or customer support environments, ideally across global markets.
• Strong stakeholder management across regions and functions.
• Structured, detail-oriented, and execution-focused approach.
• Ability to manage ambiguity and connect strategy with day-to-day delivery.

Nice to have

• Experience with AI-enabled tools or automation in customer support.
• Experience managing outsourced or BPO partners.
• Experience designing or redesigning customer-facing policies or processes.
• Background working across UK, US, and EU markets.

Culture & Benefits

• 25 days of annual leave plus bank holidays and one wellbeing day.
• 5% employer-contributory pension scheme and private healthcare.
• Employee assistance programme and employee discounts.
• Learning Lab with thousands of free personal and professional development courses.
• Two paid volunteer days per year, social activities, and a dog-friendly workplace.
• Inclusive workplace with opportunities to make an impact and grow.