At a Glance
- Tasks: Drive impactful customer experiences and engage with global clients through innovative programs.
- Company: Join Coveo, a forward-thinking company focused on customer engagement and success.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Embrace a dynamic environment with a commitment to accessibility and inclusivity.
- Why this job: Shape how customers learn and grow while collaborating with diverse teams.
- Qualifications: 5+ years in Customer Experience or related fields, strong project management skills.
The predicted salary is between 50000 - 65000 £ per year.
Drive scalable customer experiences that create lasting impact. As part of Coveo’s Customer Experience organization, you’ll help deliver customer programs that strengthen engagement, accelerate adoption, and elevate the post-sale experience across our global customer base. You’ll work alongside cross-functional teams to bring customer initiatives to life, from community engagement and Voice of Customer programs to scalable digital experiences. If you enjoy building structure in fast-moving environments and collaborating across teams, this role is for you.
As our Senior Customer Experience Program Manager, you will:
- Execute and scale customer engagement programs across the post-sale journey through webinars, office hours, digital touchpoints, and other one-to-many initiatives.
- Support and evolve the Coveo Connect community experience by enabling scalable self-service resources, customer engagement programs, and peer-to-peer interactions.
- Partner cross-functionally with Technical Programs Managers, Customer Lifecycle Managers, Customer Experience Operations, Marketing, Product, and Support to deliver aligned customer experiences.
- Coordinate communications, timelines, workflows, dependencies, and operational readiness across customer engagement initiatives.
- Support Voice of Customer (VoC) initiatives through feedback collection, insights synthesis, reporting, and follow-up coordination.
- Monitor program performance metrics and contribute to continuous improvement through process, reporting, tooling, and workflow optimization.
Here is what will qualify you for the role:
- 5+ years of experience in Customer Experience, Customer Success Programs, Program Management, Customer Marketing, or related customer-facing roles in a software-as-a-service (SaaS) environment.
- Experience executing cross-functional customer engagement programs in a business-to-business (B2B) environment.
- Strong project and program management skills with the ability to manage multiple initiatives simultaneously.
- Experience working with customer engagement platforms, customer relationship management (CRM) systems, survey tools, and reporting dashboards.
What will make you stand out:
- Experience supporting customer communities, self-service experiences, and scaled engagement programs.
- Familiarity with digital customer success, customer lifecycle management, and software adoption strategies.
- Experience supporting Voice of Customer initiatives and translating customer feedback into actionable insights.
- Proven ability to collaborate effectively with cross-functional and customer-facing technical teams.
Do you think you can bring this role to life? Send us your application, we want to hear from you! Join the Coveolife! We encourage all qualified candidates to apply regardless of age, gender, disability, gaps in CV, national or ethnic background. Coveo is committed to providing accessible employment practices. If you require accommodation due to a disability at any point during the recruitment process, please contact HR@Coveo.com to discuss your needs.
Senior Customer Experience Program Manager (1-year fixed term) in London employer: Coveo
Coveo is an exceptional employer that fosters a collaborative and innovative work culture, where employees are empowered to shape impactful customer experiences. With a strong focus on professional growth, Coveo offers numerous opportunities for skill development and cross-functional collaboration, making it an ideal environment for those passionate about customer engagement in the SaaS industry. Located in a vibrant area, employees enjoy a supportive atmosphere that values diversity and inclusivity, ensuring everyone can thrive and contribute meaningfully.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Experience Program Manager (1-year fixed term) in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Coveo. 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 Coveo 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 Senior Customer Experience Program Manager (1-year fixed term) 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 Coveo:Your cover letter is your chance to shine! Tell us why you want to work at Coveo 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 Coveo!
How to prepare for a job interview at Coveo
✨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.
