Customer Experience Manager (CXM)

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
• Contact Centre Technology
• 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.

The Customer Experience Manager (CXM) is responsible for end to end customer experience within their dedicated accounts. You will oversee and continuously improve the customer journey, ensuring a positive and seamless experience at every touchpoint from initial engagement through to post purchase support. This role covers all customer interactions, not just customer service touchpoints, and plays a key role in driving satisfaction, retention, and long term loyalty.

Key Responsibilities:

• Champion opportunities to continuously improve the Babble brand experience.
• Drive customer retention, reduce churn, and increase customer satisfaction.
• Develop a deep understanding of each customer persona and their specific needs.
• Gather real time customer feedback and ensure insights are incorporated into account management activity to enhance the customer experience.
• Ensure CSAT scores across the customer base remain above 4, actively managing both positive and negative responses.
• Manage Trustpilot and Google reviews accordingly.
• Establish and maintain clear communication channels between customers and Babble to ensure a smooth and transparent experience.
• Utilise CRM tools to monitor customer experience and engagement.
• Proactively manage accounts and ensure reactive support aligns with customer expectations.
• Build strong relationships at multiple organisational levels within customer accounts.
• Act as an internal advocate and voice of the customer to improve both the customer experience and Babble’s service offerings.
• Maintain a strong understanding of each customer’s contractual position.
• Ensure accuracy and integrity of customer contact data, including names, phone numbers, and email addresses, with at least annual reviews per account.
• Conduct regular service and case review meetings at a frequency agreed with the customer.
• Identify upsell and cross sell opportunities, working closely with Account Managers.

Day to Day Responsibilities:

• Target first touch resolution for all customer queries.
• Oversee all implementation orders, ensuring delivery aligns with customer expectations and tracking all projects in flight.
• Work closely with Customer Experience Executives to ensure all customer responses are coherent, well structured, and delivered within SLA.
• Maintain trusted and productive customer relationships.
• Take ownership of all customer cases and responses, engaging specialist teams for input where required.
• Ensure all customer contact details are accurately maintained in CRM systems.
• Onboard new service pillars, ensuring billing accuracy and Customer Success involvement.
• Conduct daily case reviews with Customer Experience Executives.
• Create and manage small customer orders.
• Act as the primary escalation point for customers and Customer Experience Executives.
• Manage case queues across all customer accounts.

Commercial and Financial Responsibilities:

• Support Account Managers and product sales teams with opportunities and order delivery, ensuring post purchase service meets Babble standards.
• Investigate, own, and resolve customer credit requests in a timely and professional manner.
• Maintain awareness of customer contractual positions and report on them when required.
• Own and manage cancellation cases end to end, working closely with Contracts Administration, Billing, and Cancellations teams, ensuring all communication is clear, concise, and consistent.
• Work with Customer Success teams to define and deliver initiatives that increase product adoption and customer retention.
• Collaborate with wider teams to ensure a consistent, high quality customer experience across the business.

Governance and Compliance:

• Ensure all SLAs are met, escalating issues appropriately where required.
• Establish and maintain regular service review cycles covering performance, product lifecycle, and end of life planning.

Key Measures of Success:

• Net value retention
• SLA achievement
• Customer satisfaction (CSAT)
• Revenue growth
• EBSTA score

Strong written, verbal, and numerical communication skills. Commercially minded, with proven experience in customer or relationship management roles. Minimum of 5 years’ experience in a relationship focused role. Proven ability to manage difficult conversations with positive outcomes. Demonstrated experience managing and maintaining long term customer relationships. Knowledge of Babble processes and upsell revenue lead indicators (or ability to learn quickly). Highly organised with strong attention to detail.

Why work for Babble?

• Competitive salary
• Company pension
• 22 days’ annual leave plus UK public holidays during probation, increasing to 25 days upon successful completion of probation
• Plus one additional day 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.

If you're interested, please apply or get in touch we’d love to discuss what might work best for you.

The recruitment journey: 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.