Customer Excellence Manager

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.

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.

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.

Experience in customer operations, performance management or workforce planning roles

Strong analytical capability — you translate data into clear action, not just reports