Permanent Full-Time | Cannon Hill | On-Site Parking 

Are you customer experience led, strategy savvy and excited by the potential of AI and emerging technology?

Here at Michael Hill, we’re looking for a Group Customer Experience Manager to lead and shape customer experience across multiple brands in a fast-moving, omnichannel environment.

This is a rare opportunity to take on a senior-level role with a trusted brand like Michael Hill, where you’ll set the direction, lead talented teams and turn bold ideas into meaningful, real outcomes.

Why This Role Matters

Customer experience shapes how people feel about our brands long after a transaction is done. This role will play a critical role in connecting teams, technology and insight to ensure customers feel heard, valued and confident choosing us again and again!

What You’ll Do

• Set and deliver a group wide customer experience (CX) strategy aligned to business goals.
• Lead and develop a high-performing, hybrid CX team (Two direct reports and 17 team members.
• Drive innovation using AI, CX platforms and data-led insights.
• Partner closely with Retail, Digital and Marketing to create joined-up experiences.
• Own CX performance, insights and continuous improvement.
• Champion service recovery, loyalty and brand reputation.

What We’re Looking For

• 10+ years’ experience in customer experience, contact centre, or related roles, with 5+ years in a senior leadership capacity.
• Strong background in retail and/or e-commerce (luxury experience a bonus).
• Confidence implementing and embedding CX technology, AI or digital transformation initiatives.
• A calm, influential leadership style with a true customer-first mindset.
• Highly developed communication, coaching and stakeholder management skills.

Why Michael Hill?

• Flexibility: Hybrid working and state of the art offices with free onsite parking.
• Culture: You’ll be joining a collaborative, supportive culture where people are trusted, ideas are valued and customer experience truly matters.
• Growth: Senior, visible role with genuine influence across the business. Opportunity to shape and modernise the customer experience at scale.
• Brand: Be part of a global business with bold plans and a brilliant future.
• Perks: Discounts across our stunning product range & access to our exclusive rewards platform providing discounts and cashback with multiple retailers. Free access to our Employee Assistance Program.

Ready to Lead the Experience?

If you’re passionate about putting customers at the centre of everything – and you’re ready to lead CX into the future – we would love to hear from you!