Customer Relationship Director (Customer Experience)

Customer Relationship Director (Customer Experience)

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Join a fast-growing Customer Experience (CX) professional services firm where every team member is expected to wear multiple hats and contribute directly to the business\’s growth. This will be different from your normal SaaS PS/CSM role – it\’s fast-paced, sometimes messy, but offers significant flexibility and the chance to make a real impact.

In addition to your core responsibilities, you\’ll have the freedom to shape aspects of your role and demonstrate how you can maximise your impact on the business. We will encourage you to step outside the day to day role and pursue new areas/tasks in line with your career development/goals which would not be possible in larger organisations.

Your Role

Your role will be multifaceted, with a primary focus on managing a portfolio of existing customers, predominantly based in the UK, with potential to support a few US clients. Your responsibilities will include ensuring customers are happy and derive significant value from their CX tools. This involves:

• Being the main relationship owner and point of contact for these customers
• CX Advisory – Advising customers how to maximize value from their CX program with activities such as Communications Strategy, Survey Design, Key Driver Analysis, Frontline Engagement Workshops and more
• Holding Regular Project Sprint Meetings – Leading discussions with customers to track project progress, address challenges, and ensure alignment with business goals.
• Managing a team of Technical Resources – Coordinating with technical teams to deliver customer projects on time and within scope, acting as the bridge between the customer and the tech team.
• Conducting Business Reviews – Analysing customer outcomes, providing insights, and making recommendations to ensure continuous improvement and long-term success.

Beyond customer management, you will also be involved in several key activities that support the growth and development of the business:

• Sales and Business Development – Actively participating in sales efforts, from identifying new opportunities to supporting proposal development and closing deals. You\’ll also help build relationships with prospective clients and partners.
• Internal Projects – Contributing to internal initiatives aimed at improving business operations. This could involve process optimisation, developing new service offerings, or implementing tools that enhance efficiency and effectiveness.
• Launching New Tools – Playing a key role in the development and launch of new tools and services. You’ll be involved in everything from concept to execution, ensuring that new offerings align with customer needs and market demands.
• Staffing and Recruiting – Assisting in the recruitment process to attract top talent to the company. This includes participating in interviews, onboarding new hires, and supporting team development initiatives.
• General Business Support – Taking on various tasks that are essential for the smooth running and growth of a small business. Whether it\’s organising team events, refining operational processes, or stepping in to support a colleague, your contributions will be vital to the company\’s success.

Your Targets

Success in this role will be measured by several key metrics:

• Customer Retention – Maintaining strong, lasting relationships that result in long-term customer loyalty.
• Customer Value Demonstration – Documenting and showcasing customer success through detailed case studies that highlight the impact of their CX tools.
• Customer Time – Spending approximately 20-25 hours per week on billable customer work, with the flexibility to adjust based on project demands.
• Upsell Opportunities – Identifying and successfully converting opportunities to expand customer accounts, increasing the overall value of each client relationship.
• Initiative Launches – Successfully initiating and leading projects that drive business growth, operational efficiency, and innovation within the company.

Seniority level: Mid‑Senior level. Employment type: Full‑time. Industries: IT Services and IT Consulting.

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