At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences for SMB and Mid-Market clients.
- Company: NAVEX is transforming the world with a focus on ethics and safety.
- Benefits: Competitive pay, growth opportunities, and a supportive culture.
- Other info: Join a collaborative team committed to innovation and continuous improvement.
- Why this job: Make a real impact while developing your leadership skills in a high-performance environment.
- Qualifications: 5+ years in customer success and strong team management experience required.
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 in London employer: NAVEX
At NAVEX, we pride ourselves on being an exceptional employer, offering a high-performance environment where your contributions truly matter. Our collaborative culture fosters open communication and bold thinking, ensuring that every team member is supported in their growth and development. With a focus on meaningful purpose and competitive rewards, working as a Manager in Customer Experience at our EMEA and APAC locations provides you with the opportunity to make a real impact while advancing your career in a dynamic and innovative setting.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Experience, SMB & Mid Market in London
✨Tip Number 1
Network like a pro! Reach out to current or former employees at NAVEX on LinkedIn. A friendly chat can give you insider info and maybe even a referral, which can really boost your chances.
✨Tip Number 2
Prepare for the interview by understanding NAVEX's values and culture. Think about how your experience aligns with their mission of making the world safer and more ethical. Show them you're not just a fit for the role, but for the team!
✨Tip Number 3
Practice your storytelling skills! Be ready to share specific examples of how you've driven customer success in previous roles. Use the STAR method (Situation, Task, Action, Result) to keep it structured and impactful.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your excitement for the role and how you can contribute to NAVEX can leave a lasting impression. Plus, it shows you're genuinely interested!
We think you need these skills to ace Manager, Customer Experience, SMB & Mid Market in London
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, showing us how you align with NAVEX's values and mission.
Showcase Your Achievements:Don’t just list your responsibilities; we want to see your impact! Use specific examples of how you've driven customer retention and satisfaction in previous roles. Numbers and metrics can really make your application stand out.
Be Authentic:Let your personality shine through in your written application. We value candid communication, so don’t be afraid to express your passion for customer experience and how you can contribute to our high-performance culture.
Apply Through Our Website:We encourage you to submit your application directly through our career page. It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at NAVEX!
How to prepare for a job interview at NAVEX
✨Know the Company Inside Out
Before your interview, dive deep into NAVEX's mission and values. Understand how they transform the world and make it safer and more ethical. This knowledge will help you align your answers with their culture and demonstrate your genuine interest in the role.
✨Showcase Your Leadership Skills
As a Manager, Customer Experience, you'll need to lead a hybrid team. Prepare examples of how you've successfully managed teams in the past, focusing on coaching, development, and driving performance. Highlight specific metrics or outcomes that showcase your impact.
✨Prepare for Scenario-Based Questions
Expect questions about handling customer situations and driving operational excellence. Think of scenarios where you've improved customer satisfaction or resolved escalated issues. Use the STAR method (Situation, Task, Action, Result) to structure your responses effectively.
✨Emphasise Your Analytical Mindset
NAVEX values data-driven decision-making. Be ready to discuss how you've used analytics to inform strategies or improve customer experiences. Bring examples of how you've translated data into actionable insights that led to successful outcomes.
