Regional Manager EMEA CX Support Operations

Regional Manager, CX Support Operations — EMEA 

Leeds / Hybrid - 3 days from office 

 

About the role: 

You will be the EMEA execution lead for CX Support Operations — owning day-to-day operational delivery and running a ‘Find It | Fix It’ rapid action cadence to spot smoke, remove friction, and protect the post purchase consumer experience. 

This is a hands-on operator role: you will run daily controls and tasking, translate Cx insights into clear defect hypotheses, and drive fast cross-functional fixes with Logistics, DTC/eCommerce, Finance, Fraud, Technology/IT and CX Delivery partners. 

What You’ll Own 

EMEA day-to-day operational execution 

• Run daily/weekly operational routines that keep order support healthy across EMEA markets. 

• Lead triage and prioritisation of live order issues (payments, refunds, returns, carrier escalations, backorders, order corrections, address changes, exception handling). 

• Own the EMEA escalation pathway for operational defects and exceptions: clear intake, severity rules, updates, and closure criteria. 

• Maintain operational controls that reduce risk exposure and consumer harm. 

Find It | Fix It (rapid action continuous improvement) 

• Operate a repeatable ‘Find It | Fix It’ cycle: 

• Find It: detect smoke via Cx signals (contacts, defect tags, WISMO, payment failure trends, refund ageing, carrier scan anomalies, backlog aging). 

• Fix It: drive rapid root-cause, propose the smallest effective fix, mobilise the right partners, confirm impact, then standardise. 

• Build and manage the EMEA defect backlog (what it is, why it matters, who owns it, by when, and how we’ll measure improvement). 

• Drive closure of recurring defects by fixing process, policy, content, tooling, or partner handoffs. 

CX data → insight → action 

• Use CX operational and contact data to: 

• Identify friction and failure demand. 

• Quantify impact (contacts, cost, refunds, SLA misses, delivery promise performance). 

• Prioritise the backlog with clear rationale. 

• Create simple, trusted reporting that tells the story: “what’s broken, what we’re doing, what moved.” 

Partner leadership across EMEA 

• Act as the day-to-day operational partner for Logistics, DTC/eCommerce, Finance, Fraud, and Technology. 

• Create clear working agreements for: 

• Escalations and incident response 

• Ownership of fixes 

• Release/rollout comms to CX Delivery 

• Documentation and training 

Standards, documentation, and enablement 

• Maintain EMEA process and policy documentation (SOPs, playbooks, escalation guides). 

• Enable front-line and Tier 2 teams through: 

• Clear workflows and decision trees 

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