At a Glance
- Tasks: Enhance customer journeys and drive satisfaction across dedicated accounts.
- Company: Join Babble, a leader in cloud-based customer experience solutions.
- Benefits: Enjoy competitive holidays, health insurance options, and a hybrid working policy.
- Other info: Dynamic team environment with opportunities for growth and development.
- Why this job: Be the voice of the customer and make a real impact on their experience.
- Qualifications: 5+ years in relationship management with strong communication skills.
The predicted salary is between 45000 - 55000 £ per year.
Babble is a Customer Experience‑led growth business. As the ultimate Trusted Advisor for cloud‑based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers. We are specialists in:
- Microsoft Modern Work
- Cybersecurity
- Mobile Solutions
- Communications & Connectivity
With nearly 15,000 customers, we’re just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market‑leading solutions. Join us on this exciting journey and let's achieve greatness together!
The customer experience manager is responsible for the customer experience within their dedicated accounts. They oversee and improve the customer journey, ensuring a positive and seamless experience at every touchpoint, from initial interactions to post‑purchase support, ultimately driving customer satisfaction and loyalty.
Key Responsibilities- Champion opportunities to consistently improve the brand experience
- Drive customer retention, reduce churn, and increase customer satisfaction
- Understand each customer persona and their specific needs
- Gather real‑time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience
- Ensure CSAT levels within customer base are above 4 and action responses positive and negative
- Manage Trustpilot and Google responses and manage accordingly
- Establish communication medium lines between customers and the company to ensure a smooth customer experience
- Utilise CRM tools to monitor customer experience
- Proactive management with accounts and ensure reactive management is in line with expectations
- Build relationships at multiple levels within the organisation
- Be an internal advocate and voice for the customer to enhance both the customer experience and Babble’s offerings
- Understand the contractual position of the customer
- Ensure data integrity of contact names, numbers and email addresses with at least annual reviews with the customer to keep this updated
- Regular case and service review meetings at a cadence agreed with the customer
- Identify upsell and cross‑sell opportunities working closely with the account manager
- Target first touch resolution for all queries
- Oversee all implementation orders are delivered in line with expectations, know the projects in flight
- Work with CX Executives to ensure all responses to customers are coherent, well‑structured and responded to with SLA
- Maintain strong relationships within the customer
- Own all cases and responses, use other teams to input as required
- Ensure all customer contact details are updated in the CRM
- Onboard new pillars to the customer ensure billing accuracy and Customer success involvement
- Daily case reviews working with Customer Experience Executive
- Create small orders
- Escalation points for customer and customer executives
- Support account managers and product sales team with opportunities and delivery of orders, ensuring post‑purchase service is at Babble standard
- Responsible for investigating, owning and resolving credit requests within the account in a timely fashion
- Understand, maintain and report on customer contractual positions if required
- Own cancellation cases within the customer through to resolution working with contracts admin, billing and cancellations
- Delivering all communication, written and verbal in a coherent and concise manner
- Working with Customer Success teams to define and ensure delivery of measures which increase adoption and retention
- Working with colleagues in wider team to improve the experience for customers in a consistent manner
- Ensure all SLAs are met and escalated when needed
- Establish regular review cycles to assess product performance, lifecycle, and end‑of‑life planning as part of service reviews
- Net value retention
- Achieve SLA targets
- Revenue Growth
- EBSTA score
- Commercially minded and proven experience
- Minimum 5 years of experience in a relationship role
- Able to have difficult conversations with positive outcomes
- Experience managing and maintaining relationships
- Knowledge of Babble processes, upsell revenue lead indicators
- Written, verbal and numerical literacy is a must
- Must be organised and attention to detail oriented
Why work for Babble?
- Company Pension
- 22 days (plus standard UK public holidays) during the probationary period. Upon successful completion of probation, this entitlement shall increase to 25 days per holiday year. You will accrue an additional day’s holiday per completed year of service, up to a maximum of 27 days per annum
- Life Assurance – 4x Annual Salary
- Optional Health Insurance – Bupa
- Optional Health Cash Plan – Health Shield
- Bike to Work Scheme
- Season Ticket Commuter Loan
- Hybrid-Working Policy: You will be contracted to work from the office; however, Babble operates a non‑contractual Hybrid Working Policy whereby you will be required to be in the office 3 days a week minimum with 2 days from home. You will also be required to travel to the various Babble offices with occasional overnight stay needed.
We want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements.
Customer Experiance Manager in Burton upon Trent employer: Babble
Babble is an exceptional employer that prioritises customer experience and employee growth, offering a dynamic work culture where innovation thrives. With a strong focus on professional development, employees benefit from a hybrid working policy, generous holiday entitlement, and comprehensive health benefits, all while contributing to a mission of empowering businesses with cutting-edge cloud-based solutions. Join us in a collaborative environment that values your input and fosters meaningful relationships with clients and colleagues alike.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experiance Manager in Burton upon Trent
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend events, and engage on platforms like LinkedIn. The more people you know, the better your chances of landing that Customer Experience Manager role.
✨Tip Number 2
Prepare for those interviews! Research Babble's values and customer experience strategies. Be ready to discuss how you can enhance their customer journey and drive satisfaction. Show them you're the perfect fit!
✨Tip Number 3
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, it’s a great chance to reiterate why you’re the best choice.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who take the initiative to connect directly with us.
We think you need these skills to ace Customer Experiance Manager in Burton upon Trent
Some tips for your application 🫡
Show Your Passion for Customer Experience:When writing your application, let us see your enthusiasm for enhancing customer journeys. Share specific examples of how you've improved customer satisfaction in previous roles – we love a good success story!
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience. Use keywords from the job description to show that you understand what we're looking for in a Customer Experience Manager.
Be Clear and Concise:We appreciate straightforward communication! Keep your application well-structured and to the point. Avoid jargon and ensure your writing is easy to read – this reflects the clarity we value in customer interactions.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Babble
✨Know Your Customer Personas
Before the interview, take some time to research and understand the different customer personas Babble serves. This will help you demonstrate your ability to tailor experiences to meet specific needs, which is crucial for a Customer Experience Manager.
✨Showcase Your Relationship Management Skills
Be prepared to discuss your experience in managing relationships and how you've successfully navigated difficult conversations in the past. Use specific examples that highlight your ability to drive customer satisfaction and retention.
✨Familiarise Yourself with CRM Tools
Since you'll be utilising CRM tools to monitor customer experiences, it’s a good idea to brush up on your knowledge of these systems. Mention any relevant tools you've used and how they helped improve customer interactions in your previous roles.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer feedback. Think of examples where you've turned negative feedback into positive outcomes, as this aligns perfectly with Babble's focus on enhancing the customer journey.
