At a Glance
- Tasks: Lead a dynamic team to enhance customer experiences for SMB and Mid-Market clients.
- Company: Join NAVEX, a leader in ethical business practices and customer engagement.
- Benefits: Competitive pay, growth opportunities, and a supportive culture focused on your success.
- Other info: Embrace a fast-paced, innovative environment that values bold thinking 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 management, with strong leadership and communication skills.
The predicted salary is between 60000 - 75000 £ 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.
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: Netclaim
At NAVEX, we pride ourselves on being an exceptional employer, offering a high-performance environment where your contributions truly matter. Our supportive culture fosters open communication and bold thinking, ensuring that you receive authentic feedback and growth opportunities tailored to your career aspirations. With a commitment to operational excellence and a focus on meaningful purpose, working with us means being part of a collaborative team dedicated to making a real impact across EMEA and APAC.
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 employees at NAVEX on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. Personal connections can make a huge difference!
✨Tip Number 2
Prepare for the interview by understanding NAVEX's values and culture. Think about how your past experiences align 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 structure your answers and keep it engaging.
✨Tip Number 4
Don’t forget to follow up after your interview! A simple thank-you email expressing your appreciation for the opportunity can leave a lasting impression. Plus, it shows your enthusiasm for the role and the company!
We think you need these skills to ace Manager, Customer Experience, SMB & Mid Market in London
Some tips for your application 🫡
Show Your Passion:When writing your application, let your enthusiasm for customer experience shine through. We want to see that you’re not just looking for a job, but that you genuinely care about making a difference in the lives of customers.
Tailor Your Experience:Make sure to highlight your relevant experience in customer success and team management. We’re looking for specific examples that demonstrate how you’ve driven customer satisfaction and operational excellence in previous roles.
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Manager, Customer Experience role. Remember, less is often more!
Apply Through Our Website:We encourage you to submit your application directly through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it shows you’re serious about joining our team!
How to prepare for a job interview at Netclaim
✨Know Your Customer Experience Stuff
Make sure you brush up on customer experience principles, especially in the SMB and Mid-Market sectors. Understand NAVEX's approach to customer lifecycle management and be ready to discuss how you can drive retention and satisfaction.
✨Show Off Your Leadership Skills
Prepare examples of how you've successfully led and developed teams in the past. Highlight your coaching techniques and how you've fostered a high-performance culture, as this role is all about leading a hybrid team.
✨Be Data-Driven
NAVEX values operational excellence, so come prepared with insights from your previous roles. Discuss how you've used analytics to improve customer outcomes and drive engagement strategies, showcasing your analytical mindset.
✨Embrace the Culture
Familiarise yourself with NAVEX's values and culture. Be ready to discuss how you align with their commitment to integrity, collaboration, and continuous improvement. Show that you're not just a fit for the role, but for the team too!
