Customer Experience Manager

The Customer Experience Manager (CXM) will be responsible for maintaining and enhancing service relationships with customers across the region who do not have a Service Delivery Manager assigned to them. They will act as a key independent person and central connection between all internal departments, driving improvements on behalf of customers, ensuring that our services meet their needs and expectations. The CXM will use customer insight and operational metrics to understand problems that may occur for customers and work with relevant teams to provide solutions and ensure ongoing satisfaction with our services.

Duties and Responsibilities:

• Customer Experience: Using data and insight, the CXM will ensure that the overall customer experience for the region improves, targeting activities that make the biggest difference to a wide group of customers. The CXM works to improve experience for customers who are not allocated a Service Delivery Manager (SDM), rather than focusing on specific customers. Regional Customer Satisfaction and Customer Churn are the key metrics that the CXM cares about.
• Service Management: Work with the heads of departments to lead the delivery of all the customers’ services, ensuring alignment with agreed service levels and quality standards.
• Problem Resolution: Alongside managing and resolving issues in an escalation mailbox, the CXM will proactively identify and resolve issues that may impact client satisfaction or service delivery, preventing complaints from occurring in the first place.
• Feedback & Improvement: Constant review of customer feedback and CSAT scores while working with internal teams to implement improvements to services and processes.
• Customer complaints and preventing churn: The CXM will act as an independent party to investigate all customer complaints and work with the relevant teams to not only fix the issue but identify and resolve the root cause(s) too. Where required, the CXM will support the Head of Operations with managing the One To Watch and TLC processes for customers who have not got an assigned Service Delivery Manager with the aim of reducing customer churn.
• New customer initiatives: Work with the Head of Operations to launch new customer initiatives which have been developed by the group Customer Operations function. Act as the voice of the customer in the region (in conjunction with the SDMs) to drive teams to identify opportunities to improve the experience. In addition, provide insight to the Head of Operations so that they can highlight back to the group function(s) where additional activities/changes in process are required to support an improved customer experience.
• Collaboration: Work closely with the sales, technical, and support teams to ensure a cohesive approach to client management and service delivery.

Qualifications, Knowledge and Experience:

Ideally 2-3 years’ experience in a customer relationship management role, preferably within the IT services industry.

Skills:

• Excellent interpersonal and communication skills.
• Strong problem-solving abilities and a proactive approach to client management.
• Ability to work on competing priorities and balance workloads.
• Good understanding of IT managed services and solutions.

Attributes:

• Customer-focused with a strong commitment to service excellence.
• Ability to work independently and as part of a team.
• Strong organisational and time management skills.
• High level of integrity and professionalism.

What’s In It for You?

We offer a competitive salary, professional development opportunities, and the chance to work in a collaborative and innovative environment. With us, you’ll play a pivotal role in shaping the future of IT services while growing your career in a high-energy, rewarding role. Joining our team comes with its perks:

• Hybrid working options for a better work-life balance
• 25 days annual leave plus bank holidays
• Ongoing learning and development opportunities
• Cycle to work scheme and technology vouchers
• Enhanced family leave
• Celebration day - an additional day off each year to celebrate an occasion important to you
• Salary sacrifice pension
• 2 paid volunteer days - We believe in the power of giving back to our communities and want to actively support employees efforts to make a positive impact
• Company social events and competitions
• Discount and Cashback Scheme
• Group Income Protection
• Life Insurance
• EAP and Virtual GP Service

Why Join Us?

This is your chance to work alongside an inspiring leadership team in an organisation that values efficiency, collaboration, and innovation. You’ll gain exposure to high-level operations and contribute to the success of a thriving company.