Client Experience Coordinator

Absoft, an Applexus Company; Aberdeen City; On-site; GBP 26,000 - 38,000; Full time

Job summary

Applexus is seeking a Client Experience Coordinator to champion the voice of the customer, optimise the client journey and align CX initiatives with business goals. You will collaborate with internal teams to ensure feasible delivery and maintain strong client relationships.

The role focuses on onboarding, advocacy, and performance measurement, with opportunities to influence processes and drive loyalty. A collaborative mindset is essential.

Qualifications

• Experience in client services or account management is a plus.
• Strong communication, presentation and stakeholder management skills.
• Comfortable working with CRM, spreadsheets and reporting tools.

Responsibilities

• Act as the voice of the customer, ensuring positive and efficient interactions.
• Analyse the client journey and optimise touchpoints for quality experiences.
• Own CSAT scoring and reporting and demonstrate ROI through value trackers.
• Collaborate with Sales, Client Services and AMS to ensure smooth delivery.
• Identify opportunities for ongoing improvement and client retention.

Skills

Customer service

Communication

Commercial awareness

Organisation

CRM systems

Data reporting

Tools

CRM software

Spreadsheets

Reporting software

Job description

A bit about us

We’re Applexus, a global IT Consultancy with a people-centric and collaborative culture focused on employee well-being, learning and development and creating an excellent place for our people to work.

As an SAP Partner with over 30 years’ SAP experience, we provide wall-to-wall SAP advisory, implementation, development and support services.

Our mission is to deliver business process solutions of enduring value to our customers, through a combination of technical expertise, best practice and innovation – this is where you come in!

A bit about the role

We are introducing a new role to strengthen our commitment to delivering exceptional client experiences.

The Client Experience Coordinator will act as the voice of the customer, ensuring every interaction is positive, efficient, and aligned with our commercial objectives.

This role combines a passion for customer service with a strategic mindset, focusing on optimising the client journey, advocating for client needs, and driving initiatives that enhance satisfaction and loyalty. You will work closely with internal teams to ensure operational feasibility, maintain strong client relationships, and measure the success of experience-driven strategies.

What you’ll be doing

Key Responsibilities:

Client Advocacy & Relationship Building

• Build strong, trust-based relationships with clients, ensuring their needs are understood and prioritised.
• Act as a proactive advocate for the client experience across all engagements.
• Support onboarding and agreement setup processes, ensuring efficiency and clarity for clients.

Customer Journey & Process Optimisation

• Analyse and improve client touchpoints to deliver seamless, high-quality experiences.
• Provide real-time updates to clients and internal stakeholders when required.
• Identify recurring issues and share feedback to improve processes and overall client experience.

Performance Measurement & Reporting

• Own and drive CSAT (Customer Satisfaction) scoring and reporting.
• Maintain client value trackers to demonstrate added value and ROI.
• Measure and report on the success of CX initiatives to internal stakeholders.

Cross-Functional Collaboration

• Work closely with Client Services and AMS teams to support client-related activities.
• Collaborate with Sales and other departments to ensure smooth onboarding and service delivery.

Continuous Improvement

• Stay informed on best practices and trends in customer experience.
• Identify opportunities for enhancing client satisfaction and retention.

What we want from you

• The ideal candidate will possess the following:
• Strong passion for customer service and empathy for client needs.
• Excellent communication and presentation skills; clear and confident communicator.
• Commercially savvy with the ability to align CX initiatives to business goals.
• Highly organised, detail-oriented, and able to manage time effectively in fast-paced environments.
• Comfortable using technology and quick to learn new systems and tools (CRM, spreadsheets, reporting software).
• Analytical mindset for spotting patterns and tracking metrics.
• Friendly, proactive attitude with a genuine commitment to delivering positive, efficient service.
• Calm under pressure and professional in approach.
• Collaborative mindset and pride in being part of a team that puts the client first.

It’s an added bonus if you have:

Experience in client services, customer experience, or account management.

Familiarity with CSAT or other customer feedback tools.

Ability to influence stakeholders and drive change.

Applexus is committed to promoting inclusion and diversity in all we do. If you need adjustments to support your application, please contact our Talent and Recruitment team.