Customer Experience Senior Manager

Overview:

The Senior Customer Experience Manager will be responsible for shaping and leading the customer journey across the dental equipment business, from initial engagement and purchase through installation, training, and aftersales service. This role ensures customers receive an exceptional, seamless experience that builds trust, loyalty, and long-term partnerships. Acting as the voice of the customer, the role will identify opportunities to improve processes, strengthen relationships, and create added value for dental professionals

Job Responsibilities:

The role holder will be expected to be responsible for the following:

Key Responsibilities

• Customer Experience Strategy
• Define and lead the customer experience strategy tailored to dental practices, labs, and healthcare professionals.
• Embed a customer-first culture across the equipment business, ensuring all teams deliver consistent, high-quality service.
• Customer Journey Ownership
• Map and optimise the end-to-end journey, including equipment consultation, ordering, installation, training, servicing, and ongoing support.
• Identify and resolve customer pain points to improve satisfaction and loyalty.
• Voice of the Customer
• Develop and lead customer feedback programmes (NPS, satisfaction surveys, account reviews).
• Translate customer insights into actionable improvements across product, service, and support.
• Service Excellence
• Partner closely with Sales, Technical Service, Marketing, and Operations teams to ensure seamless collaboration.
• Drive initiatives that improve service quality, response times, and proactive customer support.
• Commercial & Performance Impact
• Track and report on key customer experience metrics, including satisfaction, retention, repeat purchase, and service utilisation.
• Align customer experience initiatives with commercial goals, ensuring tangible business impact.
• Team Leadership
• Build and lead a high-performing Customer Experience team.
• Coach and develop team members to ensure outstanding performance and professional growth.

This role is extremely varied; therefore, the job description is not exhaustive, and the role holder will be required to participate in other duties as required by the business.

Job Skills & Experience Required:

To succeed in this role, you will need the following:

• Proven senior-level experience in customer experience, service, or customer success, ideally within medical devices, dental, healthcare, or technical equipment sectors.
• Strong understanding of complex B2B customer journeys, including sales, service, and technical support.
• Experience using Salesforce CRM (or similar platforms) to track customer engagement, manage service cases, and generate insights.
• Demonstrated ability to drive cultural change towards customer-centricity.
• Excellent stakeholder management and cross-functional leadership.
• Strong analytical skills with experience of customer insight platforms, reporting dashboards, and KPIs.
• Commercially astute with a track record of delivering improvements that impact revenue and customer loyalty.
• Exceptional communication, influencing, and leadership skills.

Person Specification:

We believe the type of person best suited to this role will:

• Demonstrate a customer-first approach, ensuring every interaction aligns with the organisation’s service standards and values.
• Be detail-oriented, maintaining accuracy and quality across customer processes, communications, and reporting.
• Be collaborative and team-focused, working effectively across departments to drive consistent and seamless customer experiences.
• Lead with empathy and humility, showing genuine respect for colleagues and creating a supportive, inclusive environment.
• Communicate confidently and calmly, adapting tone and style to engage effectively with diverse audiences.
• Be approachable and trustworthy, able to build strong relationships and influence at all levels of the organisation.

Delegates thoughtfully and follows up constructively, supporting accountability and development within the team through coaching and care.