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- Tasks: Lead and transform customer experience across 200 client accounts, focusing on satisfaction and retention.
- Company: A leading provider of critical customer service solutions in the UK.
- Benefits: Competitive salary, bonus, car allowance, private medical insurance, and flexible working.
- Other info: Enjoy a dynamic role with autonomy to drive transformation in a supportive environment.
- Why this job: Take ownership of client management and make a real impact on customer satisfaction.
- Qualifications: Extensive leadership experience in Customer Experience and proven success in account management.
The predicted salary is between 70000 - 90000 £ per year.
A leading provider of critical customer service solutions, supporting sectors where reliability and empathy are key. This is a pivotal role within one of the UK’s largest service operations. Join in the leadership role and take immediate ownership of the client management and client support functions.
Lead, shape, and elevate the customer experience across all touchpoints, transforming service delivery, embedding a customer-centric culture, and creating an integrated, data-driven approach to customer satisfaction and retention. With 200 client accounts, you’ll focus primarily on the top 10%, looking at how to improve customer satisfaction, customer retention, and optimising how the customer is championed and supported internally.
They’ll admit to being behind the curve on optimal customer centricity, so you’ll have real autonomy and authority to come in, ideate, execute, and own the transformation! A customer-obsessed professional with experience in hands-on enterprise client management, team leadership, and business optimisation/transformation.
You know how to manage complex, regulated service environments and be comfortable getting into the weeds one day, and then stepping back to take a broader picture look the next day. Extensive leadership experience in Customer Experience, Customer Success, or Contact Centre operations is required.
Proven success overseeing account management and complaints or escalation teams. Experience partnering with Sales to drive renewals, customer health planning, and upsell opportunities. You can work with customers to deliver exceptional experiences and outcomes. You know how to use data, systems, and technology to drive smarter service delivery.
You can balance client demand and commercial accountability with a deep understanding of people and culture.
Salary: £70,000 - £90,000 plus 15% bonus and car allowance. Benefits include ~26 days holiday plus bank holidays, increased pension contribution, private medical insurance, life assurance, and flexible, hybrid working with a Hampshire office.
Customer Experience employer: ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
Contact Detail:
ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Experience
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. We all know that sometimes it’s not just what you know, but who you know that can help you land that dream role.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show them you’re not just a fit for the role, but also for their team. Tailor your answers to reflect how you can elevate their customer experience!
✨Tip Number 3
Practice your pitch! You need to be able to articulate your experience and how it aligns with their needs. We suggest rehearsing with a friend or in front of a mirror until you feel confident and natural.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, we love seeing candidates take initiative!
We think you need these skills to ace Customer Experience
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Experience role. Highlight your experience in client management and how you've transformed customer service in previous roles. We want to see how you can bring that magic to our team!
Showcase Your Leadership Skills: This role is all about leading and shaping the customer experience. Share specific examples of how you've led teams or projects in the past, especially in complex environments. We love seeing how you’ve made a difference!
Data-Driven Approach: Since we’re looking for someone who can use data to drive service delivery, don’t forget to mention any experience you have with data analysis or technology in your application. Show us how you’ve used insights to improve customer satisfaction and retention.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows you’re keen to join our team!
How to prepare for a job interview at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience and service delivery. Understand how data can drive improvements and be ready to discuss specific examples of how you've transformed customer interactions in previous roles.
✨Showcase Your Leadership Skills
Prepare to talk about your leadership style and how you've successfully managed teams in complex environments. Think of examples where you've led a team through change or improved customer satisfaction, as this role is all about elevating the customer experience.
✨Be Ready to Dive Deep into Data
Since this position involves a data-driven approach, come prepared with insights on how you've used data to enhance customer satisfaction and retention. Be specific about the tools and systems you've used and the outcomes achieved.
✨Demonstrate Your Client Management Expertise
Highlight your experience with enterprise client management and how you've handled escalations or complaints. Be ready to discuss how you've partnered with sales to drive renewals and upsell opportunities, as this will show your understanding of the commercial side of customer success.