At a Glance
- Tasks: Manage and grow client relationships, ensuring an outstanding customer experience.
- Company: Global consultancy with a focus on coaching and client success.
- Benefits: 25 days holiday, private medical insurance, gym allowance, and hybrid working.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Join a dynamic team and make a real impact on client journeys across Europe.
- Qualifications: Experience in customer success or account management, strong analytical and communication skills.
A global consultancy business is seeking a Customer Experience Manager to manage and grow key client relationships across Europe for their coaching platform. You'll own the client journey from onboarding through to retention and growth, working closely with Business Development, Coaching and Operations teams to deliver an outstanding customer experience.
Key Responsibilities
- Manage and grow existing client relationships, driving retention, engagement and revenue growth.
- Develop growth plans for priority accounts and identify expansion opportunities.
- Oversee client onboarding and successful delivery of coaching programmes.
- Monitor client engagement, utilisation, NPS and other key KPIs.
- Use client data and insights to demonstrate impact and support client conversations.
- Coordinate platform setup, data management and coaching journey implementation.
- Manage coach onboarding and programme delivery.
- Identify process improvements and opportunities to use AI and automation.
- Work closely with Business Development on post-sale handovers.
- Collaborate with global Customer Experience and Coaching teams.
Skills & Experience
- Experience in Customer Success, Customer Experience, Account Management or Account Operations, ideally within professional services within SaaS.
- Strong client relationship management skills, with experience driving retention and growth.
- Experience working with digital platforms, data and KPIs.
- Commercial awareness and experience managing account growth or revenue targets.
- Strong analytical, organisational and communication skills.
- Experience with process improvement, AI or automation is desirable.
- Experience within coaching, leadership development, HR technology or professional services would be advantageous.
Benefits:
- 25 days holiday + Bank Holidays + Christmas closure
- Private Medical Insurance
- Gym Allowance and Cycle to Work Scheme
- Employee Assistance Programme
- Pension contribution - 5%
- Life Insurance - 4 x salary
- Annual overseas conference
- Discretionary bonus
- Hybrid working - 3 days office / 2 days home
Please note: We can only consider applications from candidates who have the right to work in the UK.
Customer Experience Manager employer: Huntress
Huntress is an excellent employer that values its employees by offering flexible working options and a competitive salary, making it an ideal place for HR professionals to thrive. With a strong focus on employee relations and compliance, the company fosters a supportive work culture that encourages professional growth and development. Located in Witham, employees benefit from free on-site parking and a collaborative environment that prioritises meaningful contributions to the organisation.
