Client Experience Manager

GoodtoGive; Northolt; Hybrid; GBP 38,000 - 48,000; Full time

Benefits offered by this job

20 days' holiday + bank holidays

Hybrid working

Job summary

Good to Give is seeking a Client Experience Manager in the UK to own the client journey after sale, from onboarding through retention and renewal. You will report to the Sales Director and lead a high-performing operations team to ensure exceptional service for faith-based charities.

The role requires proactive communication with clients at all levels, a proven track record in client management, and the ability to drive KPIs.

Qualifications

• Proven record of client management and exceptional customer experience.
• Experience leading teams in an operational, customer-facing role.
• Strong ability to meet KPIs and report performance to leadership.
• Excellent communication across all client levels and internal teams.

Responsibilities

• Own the client experience across accounts post-sale, onboarding and ongoing service.
• Lead meetings with clients in person and online as their first point of contact.
• Collect client feedback and KPI data; report monthly to Directors.
• Manage day-to-day operations team performance and development.
• Collaborate with Sales and Marketing on client messaging and cross-sell opportunities.

Skills

Client management

Stakeholder communication

KPI reporting

Team leadership

Tools

CRM software

Job description

Good to Give helps UK faith-based charities, especially churches and Gurdwaras, unlock their finances through Gift Aid management, charity accounting and compliance. We're looking for a Client Experience Manager to own our clients' experience after the sale, from onboarding and day-to-day service through to retention and renewal. You'll report to the Sales Director.

What you'll do

• Take responsibility for the client experience across Accounts, Gift Aid and Charity Compliance.
• Manage a portfolio of clients as their first point of contact, and lead meetings in person and online.
• Gather client feedback and KPI data, and report monthly to the Directors.
• Lead the day-to-day work of the operations team, supporting their performance and development.
• Work with Sales and Marketing on client messaging, and refer cross-sell opportunities.

About you

• Highly organised and proactive, communicating well with clients at every level of technical knowledge.
• A proven record of client management and exceptional customer experience in a formal business setting.
• You’ve led teams in an operational, customer-facing role and delivered against a range of KPIs.
• Confident running the team on your own when senior management isn't around.

What we offer

• 20 days' holiday plus bank holidays.
• Hybrid working.
• The chance to make a real difference to faith communities across the UK.