Customer Experience Manager

Key Responsibilities:

• Own site performance across all channels and metrics on a daily and weekly basis.
• Lead, support, and develop Team Leaders - initially in an oversight capacity, progressively as their direct line manager.
• Monitor and respond to quality trends at your site in collaboration with the QA Lead.
• Take ownership of customer dissatisfaction patterns - investigate root causes and drive corrective action.
• Actively manage team wellbeing and engagement - listen, act, and create conditions where people thrive.
• Ensure the site operates in line with local employment law, HR policy, and any site-specific regulatory requirements.
• Contribute to hiring decisions and workforce planning for your site.
• Identify opportunities to improve processes, reduce manual effort, or make better use of tools and technology.
• Collaborate with the training team on process documentation and ensure the site operates from accurate, up-to-date ways of working.
• Represent your site in cross-site meetings and keep the Head of CX EU informed on performance and anything worth flagging.

Essential Skills and Experience:

• Proven experience managing a customer service or contact centre operation, with direct responsibility for team performance and people outcomes.
• A minimum of 5 years of experience managing a customer service or contact centre operation, including direct experience managing other people managers.
• A track record of building structure, processes, and standards in an environment where they didn't already exist.
• Comfortable operating independently and driving a site forward with minimal oversight.
• Strong people instincts - able to read a team, spot issues early, and act before they escalate.
• At ease with ambiguity and change - Arcavindi is scaling fast and this role will grow with it.

Desirable Skills and Experience:

• Experience launching or standing up a new site, team, or operation from scratch.
• Background in a start-up or scale-up environment.
• Experience managing across multiple languages, nationalities, or cultural contexts.
• Commercial awareness - understands the relationship between headcount, cost, and operational efficiency.
• Proficiency in one or more of our active languages: Dutch, German, French, Italian, or Spanish