Customer Champion

ION® Audio; Ash Vale; On-site; GBP 45,000 - 65,000; Full time

Benefits offered by this job

24 days annual leave

Private healthcare

Pension scheme

Employee Assistance Programme (EAP)

Cycle To Work scheme

Staff discount on inMusic products

£1,000 annual training allowance

Sick pay

Job summary

inMusic is seeking a Customer Champion to safeguard the customer experience across its brands by monitoring sentiment, CSAT, and quality metrics. The role involves acting as a bridge between customers and internal teams, driving corrective actions, and enhancing loyalty.

You will work across CX tools and AI-driven support workflows, surfacing actionable insights and coaching the CX team to improve day-to-day operations and customer journeys.

Qualifications

• Proven experience in customer support and operations coordination.

Responsibilities

• Monitor and analyse customer sentiment, CSAT, and quality metrics across channels.
• Engage with customers by phone and email to gather feedback and recover experiences.
• Act as escalation point for high‑risk cases and de‑escalate to protect relationships.
• Oversee global RMA activity and ensure timely progress per SLAs.
• Identify trends and drive cross‑functional improvements to the end‑to‑end journey.
• Support rollout and adoption of CX tools and AI-driven workflows.

Skills

Customer advocacy

Cross-functional collaboration

Data analysis

CSAT improvement

Empathy

Executive communication

AI tools familiarity

CRM systems

Tools

Freshdesk

CRM platforms

Job description

Reporting to the Global Head of CX Team & CX Strategy, the Customer Champion is responsible for safeguarding the customer experience across all inMusic brands by proactively monitoring customer sentiment, intervening in high‑risk or escalated cases, and translating customer insights into actionable improvements for the business.

Acting as a key bridge between end users and internal stakeholders, the Customer Champion works cross‑functionally with internal teams to identify trends, drive corrective actions, and improve overall CSAT and customer loyalty.

This role combines day‑to‑day customer advocacy with responsibility for supporting and improving CX tools and AI‑driven support workflows, while helping surface actionable customer insights.

• Monitor and analyse customer feedback, sentiment, CSAT, and quality metrics across multiple channels, producing clear and actionable insights and reports for CX and management teams.
• Engage directly with customers via phone and email to gather feedback on cases, support experience recovery, and build positive, long‑term end‑user relationships.
• Act as a point of escalation for complex or high‑risk (“rescue”) customer cases, proactively intervening to de‑escalate issues and recover deteriorating customer experiences.
• Oversee global RMA activity to ensure cases progress in line with agreed SLAs, escalating risks or delays where required.
• Identify recurring issues, trends, and improvement opportunities, collaborating cross‑functionally to address root causes and enhance the end‑to‑end customer journey.
• Support the rollout, adoption, and effective use of CX tools, platforms, and AI‑driven support workflows, including testing, optimisation, maintenence and feedback.
• Share customer‑driven insights and best practices to support coaching and continuous improvement within the CX team.
• Contribute to CX management initiatives and provide ad‑hoc operational support as required to maintain effective day‑to‑day operations.
• Proven experience in customer support and operations coordination.
• Experience working cross‑functionally and communicating with executive management.
• Strong analytical skills with the ability to interpret data and present actionable insights (CSAT, Sentiment, Quality).
• Excellent organisational and communication skills, with a focus on empathy.
• Good understanding of all inMusic products, their utilities and general application.
• Ability to identify problems, propose solutions, and drive continuous improvement.
• Ability to coach or support peers by sharing best practices and customer‑driven insights.
• Confidence working in a global, multi‑brand environment with diverse customer needs and expectations.
• Proven experience managing and rescuing complex, sensitive, or high‑risk customer cases, including de‑escalation and recovery of deteriorating customer relationships.
• Experience with AI tools and modern CRM solutions (e.g. Freshdesk and AI‑assisted support platforms).
• Willingness to travel occasionally for team workshops, stakeholder alignment, or training (approx. 10%)
• 24 days annual leave (plus public holidays)
• Private healthcare
• Pension scheme
• inMusic UK Employee Assistance Programme
• Cycle To Work scheme
• Staff discount on inMusic products (for personal use only)
• £1,000 annual allowance for training and development
• Sick pay

inMusic is the parent company for a family of premier brands that includes AIR Music Technology, Akai Professional, Alesis, Alto Professional, Denon DJ, Denon Pro, Marantz Professional, HeadRush, ION Audio, Marq Lighting, M-Audio, MixMeister, Moog, Numark, Rane, and Sonivox. Committed to pushing the boundaries of innovation in the DJ, music production, live sound, musical instrument, pro audio, lighting and consumer electronics industries, each of inMusicʼs brands creates cutting‑edge products that incorporate and build upon the latest in engineering, design, and technology.