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Customer Excellence Manager
Department: Customer Experience
Based in: Brighton HQ
Working arrangement: Full time, permanent — hybrid, with periodic travel to our US and Germany offices
About MPB
MPB is the world's largest platform for used photo and video kit. We make it simple to buy, sell and trade cameras, lenses and accessories — sustainably and with full confidence. We're a team across the UK, US and Europe, united by a genuine love of image-making, and we're building the next phase of what customer experience looks like as AI changes what "good support" means.
The role
You'll own the engine room of customer excellence at MPB — translating our AI-augmented CX strategy into outcomes our customers actually feel. As AI takes on the routine, you'll make sure human performance in the complex, high-value moments is sharper, more consistent and genuinely delightful. That means building a single global performance framework that tracks what matters — FCR, SLA, CSAT, commercial impact — and turning it into action our frontline teams can use, not just numbers in a deck.
You'll lead global workforce planning, translating shifting customer demand and AI deflection into clear resourcing decisions across regions, so we always have the right people, in the right markets, at the right time. You'll also take on policy and process — redesigning how support decisions get made so they're fast, fair, and ready to be automated where it makes sense, working closely with Operations, Pricing, Finance and Legal.
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You'll define what "AI-ready" looks like for our advisors — the judgement, commercial awareness and tool fluency they'll need — and partner with training and leadership to build it. And you'll be a central point of insight, connecting performance, policy and capability data to spot the next improvement before anyone asks for it.
This is a role for someone who's as comfortable in the detail of a workforce model as they are influencing how policy gets written — and who wants to help shape what excellent, AI-augmented customer experience actually looks like in practice.
What we're looking for
- Experience in customer operations, performance management or workforce planning roles
- Strong analytical capability — you translate data into clear action, not just reports
- Understanding of contact centre or support environments, ideally across global markets
- Strong stakeholder management across regions and functions
- Structured, detail-oriented and execution-focused approach
- Comfortable owning ambiguity and connecting strategy to day-to-day delivery
Nice to have:
- Experience working alongside AI-enabled tools or automation in a support context
- Exposure to managing third-party outsourced/BPO partners
- Experience designing or redesigning customer-facing policy or process
- Background working across UK, US and EU markets
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About MPB
We are MPB, the largest global platform for used photography and videography equipment. Our platform transforms the way that people buy, sell and trade in photo and video kit. MPB is a destination for everyone, whether you’ve just discovered your passion for visual storytelling or you’re already a pro.
We recognise the benefit of inclusive practices to better build a diverse community here at MPB. Our commitment to ensuring inclusion fuels and connects us as one with the diverse community of visual storytellers that we serve.
MPB customers come from all walks of life, and so do we. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant because of family makeup, race, sexuality, religion, gender identity, disability or age. At MPB, every employee has the opportunity to make an impact and grow.
Benefits
- 25 days annual leave + bank holidays
- 1 wellbeing day off per year
- 5% employer contributory pension scheme
- Private healthcare
- Access to EAP with a range of employee discounts
- Buzzing social calendar
- Dog friendly workplace
- Bespoke Learning Management System - the MPB 'Learning Lab' with access thousands of free courses to upskill in any areas you'd like; whether personally or professionally
- 2 volunteer days per year for charity which aligns with MPB values, and of your choosing
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