At a Glance
- Tasks: Manage and grow strategic client relationships while delivering exceptional service.
- Company: Pioneering connected commerce marketing company with a focus on innovation.
- Benefits: Competitive salary, bonus, wellbeing fund, flexible working, and extra days off.
- Other info: Embrace a collaborative culture with opportunities for personal growth.
- Why this job: Join a dynamic team and shape the future of customer experience.
- Qualifications: Experience in client management and a passion for technology.
Location: London. Hybrid. Two days per week in the office.
Salary: From £53k+ & 10% bonus.
Level: Manager level client-facing role, managing strategic retailer relationships across SMG Technology.
Who are we?
We’re the original pioneers in connected commerce marketing. Since 2008, we’ve been partnering with major retailers, powering global brands, and building meaningful connections with shoppers.
About the role
We are looking for a CX Account Manager to join SMG. In this role, you'll manage and grow strategic client relationships, becoming the trusted expert for your portfolio of retailers. Combining proactive account management with deep platform knowledge, you'll help clients maximise value from our technology while collaborating across Product, Engineering, Commercial and Operations to continuously improve the customer experience. If you love variety, thrive in a fast-paced environment, and embrace change with energy, this could be your right role.
A Little Bit About You
You'll bring:
- Experience managing multiple client or stakeholder relationships simultaneously.
- A customer-first mindset with a passion for delivering exceptional service.
- Confidence learning and becoming an expert in new technology platforms.
- The ability to remain calm under pressure while managing competing priorities.
- Commercial awareness and an understanding of the impact your work has on client success.
- A collaborative mindset with the confidence to work cross-functionally across technical and commercial teams.
Don’t meet every single requirement? We still want to hear from you. If you believe you’d thrive in this role, your unique perspective might be just what we’re looking for.
What You'll Be Doing
Your days will be dynamic. You might find yourself:
- Managing and growing relationships with your portfolio of retailer clients.
- Building trusted advisor relationships by understanding each client's business objectives.
- Triaging, prioritising and resolving support requests within agreed SLAs.
- Helping clients get the most value from the platform through proactive support and adoption.
- Identifying recurring trends, customer pain points and product improvement opportunities.
- Acting as the voice of the customer to influence future platform enhancements.
At SMG, we hire for the future, which is fast-moving and changing shape. Do you have the potential to help shape our business? We’re looking for brilliant, diverse talent who want to grow with us - people who are curious, ambitious, and eager to learn, whether as specialists or across teams. We value those who take ownership of their growth and bring fresh perspectives. That’s why we’re committed to equity, inclusion, and building a place where everyone feels empowered to grow. At SMG, it’s not just about filling a role but building the future together.
Benefits:
- 10% discretionary bonus
- £1,800 yearly wellbeing fund (on top of your salary!)
- Free Headspace subscription
- £500 yearly “Uni Fund” for learning
- 4 extra Wellbeing Days off per year
- Summer & Winter conferences + year-round celebrations
- 4pm finishes every Friday
- Flexible and hybrid working
CX Account Manager in London employer: SMG
At SMG, we pride ourselves on being an excellent employer by offering a supportive work culture that values your skills and contributions. With flexible scheduling and the opportunity to make a real difference in the community through our partnerships with local housing charities, you will find meaningful and rewarding employment while enjoying opportunities for personal and professional growth in Gloucester.
StudySmarter Expert Advice🤫
We think this is how you could land CX Account Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SMG. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SMG before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace CX Account Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SMG:Your cover letter is your chance to shine! Tell us why you want to work at SMG specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SMG!
How to prepare for a job interview at SMG
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
