At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences for SMB and Mid-Market clients.
- Company: NAVEX, a leader in ethical business practices and customer engagement.
- Benefits: Competitive pay, growth opportunities, and a supportive, high-performance culture.
- Other info: Join a collaborative team committed to innovation and continuous improvement.
- Why this job: Make a real impact by helping organisations operate with integrity and protect their people.
- Qualifications: 5+ years in customer success or experience management, with strong leadership skills.
The predicted salary is between 60000 - 80000 £ per year.
At NAVEX, we’re transforming the world—making it safer, more ethical, and ensuring every voice is heard. That’s real impact.
Our high-performance culture is driven by our values. We move with speed, passion and purpose — as one team. We are bold in our ideas, accountable in our actions, and committed to doing the right things right.
NAVEX is seeking a Manager, Customer Experience to lead a hybrid team supporting both SMB customer engagement and strategic Mid-Market customer relationship management across EMEA and APAC. This leader will oversee a blended team of Customer Experience Specialists and Customer Experience Managers responsible for delivering efficient, value-driven experiences across multiple customer segments.
As the Manager, Customer Experience, you will be responsible for driving operational excellence, customer retention, adoption, and satisfaction through both high-touch and digital-first engagement strategies. You will coach and develop customer-facing talent, optimise customer lifecycle processes, and ensure consistent execution of NAVEX’s Customer Lifecycle Value & Impact Framework across a diverse customer portfolio.
This role requires a balance of strategic leadership, customer advocacy, operational rigor, and team development to support a high-performing hybrid customer experience organisation. You’ll thrive in this hybrid role surrounded by an engaged, collaborative team deeply committed to your success. Join us and help shape what’s next!
What you’ll get:
- Meaningful Purpose. Your work helps organisations operate with integrity and protect their people—at a scale few companies can match.
- High-Performance Environment. We move with urgency, set ambitious goals, and expect excellence. You’ll be trusted with real ownership and supported to do the best work of your career.
- Candid, Supportive Culture. We communicate openly, challenge ideas—not people—and value teammates who embrace bold thinking and continuous improvement.
- Growth That Matters. You can count on authentic feedback, strong accountability, and leaders invested in your success so you can achieve real growth.
- Rewards for Results. We provide clear, competitive compensation designed to recognise measurable outcomes and real impact.
What you’ll do:
- Lead, coach, and develop a hybrid team of Customer Experience Managers and Customer Experience Specialists supporting Mid-Market and SMB customers across EMEA and APAC.
- Drive team performance across customer retention, adoption, satisfaction, engagement, and operational service metrics.
- Ensure consistent execution of customer lifecycle strategies including onboarding, adoption, optimisation, renewal readiness, and customer advocacy initiatives.
- Oversee both high-touch account engagement and scalable digital customer programmes.
- Establish operational rigor through customer health reviews, portfolio analysis, risk management, and lifecycle analytics.
- Partner cross-functionally with Sales, Product, Services, Support, and Leadership teams to improve customer outcomes and align engagement strategies.
- Monitor trends in customer feedback, support activity, adoption, and customer health to identify opportunities for operational and product improvements.
- Guide escalated customer situations and ensure timely resolution of issues impacting customer experience and retention.
- Drive continuous improvement initiatives focused on process scalability, automation, digital engagement, and customer self-service enablement.
- Champion customer advocacy opportunities including references, case studies, advisory participation, and strategic customer engagement.
- Foster a high-performance, accountable, and collaborative team culture aligned with NAVEX values.
What you’ll bring:
- 5+ years of experience in Customer Success, Customer Experience, Account Management, Customer Support or SaaS post‑sales leadership.
- 3+ years of experience managing customer-facing teams.
- Proven success managing both strategic customer engagement models and scaled customer support or digital success programmes.
- Strong leadership, coaching, and talent development capabilities.
- Experience with customer lifecycle management, customer health frameworks, digital engagement strategies, and operational analytics.
- Strong communication, cross-functional collaboration, and problem-solving skills.
- Ability to balance strategic initiatives with operational execution in a fast-paced environment.
- Analytical mindset with the ability to translate data into strategic insights.
- Comfort managing change and driving process improvements across evolving customer experience functions.
- Culture Agility. Comfort working in a fast-paced, candid environment that values innovation, healthy debate, and follow-through.
- AI Readiness. Curiosity and willingness to use AI and emerging technologies to elevate your work and deliver smarter outcomes.
- Fuel performance and outcomes. Leverage your job competencies and champion NAVEX’s core values.
Our side of the deal: We’ll be clear, we’ll move fast, and we’ll invest in your success. You deserve to be supported, challenged, and rewarded for the impact you make—and we commit to doing that every step of the way.
Discover how you can grow, lead, and make an impact by visiting our career page to learn more. NAVEX is an equal opportunity employer committed to including individuals of all backgrounds, including those with disabilities and veteran status.
Manager, Customer Experience, SMB & Mid Market employer: NAVEX Global, Inc.
At NAVEX, we pride ourselves on being an exceptional employer, offering a high-performance environment where your contributions truly matter. Located in Hammersmith, London, our collaborative culture fosters open communication and bold thinking, ensuring that every team member is supported in their growth and success. With a commitment to meaningful work and competitive rewards, you'll have the opportunity to lead a dynamic team while making a real impact in customer experience across EMEA and APAC.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Experience, SMB & Mid Market
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Show them you’re not just another candidate; you’re genuinely interested in their mission and values.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Manager, Customer Experience. Highlight your leadership skills and customer success strategies.
✨Tip Number 4
Don’t forget to follow up after interviews! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great way to reiterate your fit for the position.
We think you need these skills to ace Manager, Customer Experience, SMB & Mid Market
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Manager, Customer Experience role. Highlight your relevant experience in customer success and team management, and show how your skills align with NAVEX's values and mission.
Showcase Your Achievements:Don’t just list your responsibilities; share specific examples of how you've driven customer satisfaction and operational excellence in previous roles. Use metrics where possible to demonstrate your impact!
Be Authentic:NAVEX values a candid culture, so let your personality shine through in your application. Share your passion for customer experience and how you can contribute to a high-performance environment.
Apply Through Our Website:We encourage you to apply directly through our career page. It’s the best way to ensure your application gets the attention it deserves, and you’ll find all the details you need to make your submission stand out!
How to prepare for a job interview at NAVEX Global, Inc.
✨Know Your Customer Experience Stuff
Make sure you brush up on the latest trends in customer experience, especially in SMB and Mid-Market sectors. Be ready to discuss how you've successfully managed customer relationships and driven satisfaction in your previous roles.
✨Showcase Your Leadership Skills
Prepare examples of how you've led and developed teams in the past. NAVEX values strong leadership, so be ready to share specific instances where you coached team members to success or improved team performance.
✨Be Data-Driven
Familiarise yourself with customer lifecycle management and operational analytics. Be prepared to discuss how you've used data to inform your strategies and improve customer outcomes in previous positions.
✨Embrace Change and Innovation
NAVEX is looking for someone who can manage change effectively. Think of examples where you've implemented process improvements or embraced new technologies to enhance customer engagement. Show them you're adaptable and forward-thinking!
