Customer Experience Manager - IT Services

Job Title: Customer Experience Manager

Salary: £35,000 – £45,000

Location: London (Office-Based)

Represented by Robertson Sumner – Your Specialist Recruitment Partner

Robertson Sumner is delighted to be partnering with a fast-growing and values-driven digital solutions business in the search for a Customer Experience Manager. This role is ideal for a commercially aware, client-focused professional who thrives in a people-first, service-led environment and is passionate about nurturing high-value client relationships.

This is a London-based, full-time permanent role within a collaborative and ambitious team that places exceptional customer service and relationship-building at the centre of its success.

Why Consider This Opportunity?

• People-First Culture: Join a business that prides itself on openness, ingenuity, collaboration, and effectiveness.
• Supportive Growth Environment: Work alongside some of the most experienced and innovative minds in the industry.
• Purpose-Driven Team: Be part of an organisation that puts integrity, teamwork, and excellence at the core of every interaction.
• Career Development: With a strong emphasis on personal and professional growth, the opportunities to evolve in this role are significant.
• Attractive Benefits: Including private medical, pension, life assurance, employee wellbeing programme, and social events.

Key Responsibilities:

• Manage and nurture relationships with a portfolio of key clients to enhance satisfaction and retention.
• Understand customer contracts, anticipate future needs, and support business development through upselling and cross-selling opportunities.
• Coordinate internally with service, billing, and technical teams to resolve issues and deliver exceptional service.
• Organise and lead regular client meetings, presenting data insights and performance trends using management information reports.
• Act as a central point of contact for clients and internal teams, ensuring smooth communication and proactive issue resolution.
• Contribute to continuous improvement initiatives and strategic account planning.
• Support account directors and sales leadership in delivering growth and customer satisfaction.

Key Attributes Required:

• Proven relationship-building experience, ideally in key accounts, customer service, or sales.
• Strong organisational, analytical, and problem-solving abilities.
• Excellent communication, presentation, and negotiation skills.
• Confident using Microsoft Office (Excel, Word, PowerPoint); familiarity with Teams and asset management tools is a plus.
• Ambitious, proactive, and adaptable with a high degree of professionalism and customer empathy.
• A Levels or equivalent experience required; degree-level education preferred.
• Must be eligible to work in the UK.

Take the next step in your career with a company that values what you bring to the table – and helps you grow beyond it.

For more information or to apply, please contact Robertson Sumner.