At a Glance
- Tasks: Own the customer journey, ensuring satisfaction and retention across multiple accounts.
- Company: Leading tech provider focused on enhancing customer experience with innovative solutions.
- Benefits: Competitive salary, generous holiday, pension scheme, and health benefits.
- Other info: Hybrid working environment with opportunities for career growth.
- Why this job: Make a real impact by improving customer experiences and driving brand loyalty.
- Qualifications: 5+ years in relationship management with strong communication skills.
The predicted salary is between 45000 - 55000 € per year.
My client is a Customer Experience-led technology provider and trusted advisor for cloud-based and critical technological business solutions. They help organisations modernise, secure, and streamline the way they work by delivering best-in-class technologies. They support nearly 15,000 customers, many of whom use only a fraction of their technology portfolio; this role is vital in ensuring our customers get the most out of the solutions they purchase.
Role Overview
You will own the end-to-end customer experience across a portfolio of accounts, ensuring a seamless journey from onboarding through to ongoing service. The role focuses on customer satisfaction, retention, relationship management, and continuous improvement across all touchpoints.
Key Responsibilities
- Strategic
- Champion improvements to the company brand experience.
- Drive retention, reduce churn, and maintain CSAT scores above 4.
- Understand customer personas and needs, using real-time feedback to enhance service.
- Manage Trustpilot/Google reviews and maintain clear communication channels.
- Use CRM tools to monitor engagement and ensure accurate customer data (annual reviews minimum).
- Build multi-level customer relationships and act as the internal voice of the customer.
- Maintain awareness of contractual positions and support upsell/cross-sell with Account Managers.
- Conduct regular service and case review meetings.
- Day-to-Day
- Target first-touch resolution for all queries.
- Oversee implementation orders and track all in-flight projects.
- Ensure Customer Experience Executives deliver structured, SLA-aligned responses.
- Own all customer cases, engaging specialist teams where needed.
- Maintain CRM accuracy and onboard new service pillars with correct billing.
- Run daily case reviews and manage small customer orders.
- Act as primary escalation point and manage case queues.
- Commercial & Financial
- Support Account Managers and product teams with opportunities and order delivery.
- Investigate and resolve credit requests promptly.
- Report on contractual positions and manage cancellations end-to-end.
- Work with Customer Success to drive product adoption and retention.
- Collaborate with wider teams to ensure a consistent customer experience.
- Governance & Compliance
- Ensure SLA adherence and escalate risks appropriately.
- Maintain regular service review cycles, including performance, lifecycle, and end-of-life planning.
Success Measures
- Net value retention
- SLA achievement
- CSAT
- Revenue growth
- EBSTA score
Requirements
- Strong written, verbal, organisational and numerical communication skills.
- Commercial mindset with proven customer/relationship management experience.
- Minimum 5 years in a relationship-focused role.
- A detailed individual, skilled in managing complex conversations and long-term relationships.
Benefits
- Competitive salary
- Company pension
- 22 days holiday + public holidays (rising to 25 after probation, then +1 per year to 27)
- Life assurance (4x salary)
- Optional Bupa and Health Shield
- Bike to Work scheme
- Season ticket loan
Customer Experience Manager employer: Tribe Appointments Ltd
As a Customer Experience Manager at our innovative technology provider, you will thrive in a dynamic and supportive work culture that prioritises employee growth and satisfaction. With hybrid working options and a competitive benefits package, including generous holiday allowances and health schemes, we empower our team to excel while ensuring our customers receive exceptional service. Join us in Burton-on-Trent, Reading, Manchester, or Leeds, where your contributions will directly impact customer success and drive meaningful change.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Manager
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at local events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Customer Experience Manager role.
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their customer experience philosophy and be ready to share how you can enhance it. We want you to show them you’re the perfect fit for their team!
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or family to get comfortable with common questions. We suggest focusing on your relationship management skills and how you’ve driven customer satisfaction in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace Customer Experience Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Customer Experience Manager role. Highlight your experience in relationship management and customer satisfaction, as these are key to what we’re looking for at StudySmarter.
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past roles that show how you’ve driven customer retention and improved experiences. We love seeing real-life applications of your talents!
Be Clear and Concise:Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and make sure your key achievements stand out. Remember, we want to see your personality shine through too!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss any important updates about the process. We can’t wait to hear from you!
How to prepare for a job interview at Tribe Appointments Ltd
✨Know Your Customer Personas
Before the interview, take some time to research and understand the different customer personas relevant to the role. This will help you demonstrate your ability to tailor experiences based on specific needs, which is crucial for a Customer Experience Manager.
✨Showcase Your Relationship Management Skills
Prepare examples from your past experiences where you've successfully built and maintained long-term relationships with clients. Highlight how these relationships led to improved customer satisfaction and retention, as this aligns perfectly with the job's focus.
✨Familiarise Yourself with CRM Tools
Since the role involves using CRM tools to monitor engagement, make sure you're comfortable discussing any relevant software you've used in the past. Be ready to explain how you’ve leveraged these tools to enhance customer experiences and maintain accurate data.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle complex conversations. Think of specific situations where you had to resolve customer issues or improve service delivery, and be prepared to discuss your thought process and outcomes.
