At a Glance
- Tasks: Manage and grow client relationships, ensuring successful coaching journeys and outstanding outcomes.
- Company: Join a global strategy consulting firm that values fun, collaboration, and impactful experiences.
- Benefits: Competitive pay, clear career development, and opportunities to work with top global clients.
- Other info: Hybrid working model with a focus on teamwork and collaboration.
- Why this job: Make a real impact on clients' success while enjoying a supportive and innovative culture.
- Qualifications: Experience in customer success or account management, ideally in coaching or professional services.
The predicted salary is between 50000 - 60000 £ per year.
About BTS
We are a global strategy implementation consulting firm that turns our clients' ideas and strategies into results. We do this by focusing on the people side of strategy. We design fun, powerful experiences that have a profound and lasting impact on people and their careers. We inspire new ways of thinking, building critical capabilities and unleashing business success. We laugh a lot and have a lot of fun in our team-based setting, where our entrepreneurial culture of freedom and responsibility empowers you to contribute from your first day.
The Role
The Customer Experience Manager (CxM) is responsible for the successful deployment and ongoing performance of BTS's 'Coaching Provider of Choice' (CPOC) client relationships across Europe. This role owns the client journey from initial onboarding through to retention and growth, ensuring outstanding coaching outcomes and platform KPIs across the portfolio. Sitting at the operational heart of the CPOC model, the CxM works closely with the Sounding Board team, Executive Coaching CoE and European Coaching CoE colleagues to deliver seamless client experiences and surface opportunities for expansion.
Purpose of the role
To own and grow existing CPOC client relationships, ensuring the successful deployment of coaching journeys, sustained platform performance, and measurable client impact.
Key responsibilities
- Deliver agreed year-on-year revenue growth across new and transitioning CPOC accounts.
- Increase seat penetration across executive, mid-level, and AI coaching solutions.
- Create and implement process improvements and AI-facilitated automation within the CPOC model.
- Develop and execute growth plans for priority accounts.
- Oversee the successful deployment of CPOC coaching journeys for both new and existing clients.
- Demonstrate and report on client impact and insights.
- Ensure Sounding Board's core KPIs are maintained or improved, including utilisation and NPS.
- Co-ordinate client data transfer and platform setup with the Sounding Board team.
- Curate coaching design, coach briefing, and leadership roadmap alignment for client programmes.
- Monitor engagement and proactively address off-track cases with clients.
- Manage coachee extensions and scope adjustments.
- Monitor delivery quality and address risks in a timely manner.
- Surface strategic growth opportunities to the Senior Director - Coaching Growth and relevant account where appropriate.
- Liaise with the global CEM team to ensure processes and approaches are up to date and globally aligned.
- Liaise with Sounding Board teams to ensure smooth loading of coaching journeys.
- Receive and manage post-sale handovers from the Business Development Manager.
- Deliver seamless onboarding of executive coaches and liaising with various Ops teams.
Skills and experience
Essential criteria
- Proven experience in customer success, client experience, or account operations role, ideally within a coaching or professional services environment.
- Strong track record of managing and growing client relationships, including driving adoption and retention in a platform or programme context.
- Experience working with digital platforms, including data management, platform setup, and KPI tracking.
- Commercial awareness, including experience developing growth plans and managing revenue targets.
- Strong analytical and reporting skills, with the ability to use data insights to inform client conversations.
- Process improvement mindset, with experience implementing operational changes and AI-facilitated automation.
- Excellent communication and relationship management skills, with confidence engaging senior client stakeholders.
- Highly organised, with strong attention to detail and experience managing multiple concurrent client relationships.
Desirable criteria
- Familiarity with the Sounding Board platform or equivalent coaching platforms.
- Experience in the coaching, leadership development, or HR technology sector.
- Knowledge of AI coaching tools and their application within client programmes.
- Experience working in a post-sale handover environment alongside a dedicated business development function.
What we can offer
We believe that when we give the right people freedom, responsibility, and support, they achieve great things. At BTS, every individual’s contribution matters. We offer:
- Competitive compensation and benefits.
- Structured development through a clear career roadmap and feedback culture.
- Exposure to impactful client work with leading global organisations.
- Learning and collaboration opportunities across offices and geographies.
- A supportive, inclusive culture that values curiosity, innovation, and real-world impact.
Way of Working
This role operates on a hybrid working model, with an expectation of 60% office based. Face-to-face collaboration is also the heart of how we work, whether that’s building relationships with colleagues or staying close to stakeholders. Wednesday is our anchor day to ensure the whole team comes together in the office.
Please note: we are unable to provide visa sponsorship for this role, so you will need to have the right to live and work in the UK.
Customer Experience Manager (Coaching) in London employer: BTS
At BTS, we pride ourselves on being an exceptional employer that champions personal and professional growth within a vibrant, team-oriented culture. Our hybrid working model fosters collaboration while offering the flexibility to thrive, and our commitment to structured development ensures that every employee can carve out a meaningful career path. With competitive compensation, a focus on impactful client work, and a supportive environment that values innovation and curiosity, joining us as a Customer Experience Manager means becoming part of a dynamic team dedicated to making a real difference.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager (Coaching) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at BTS. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like BTS before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Manager (Coaching) in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to BTS:Your cover letter is your chance to shine! Tell us why you want to work at BTS specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at BTS!
How to prepare for a job interview at BTS
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
