Customer Experience Associate — Hybrid & Growth

Service Management Group (SMG); Leeds; Hybrid; GBP 25,000 - 33,000; Full time

Benefits offered by this job

10% discretionary bonus

£1,800 wellbeing fund

Free Headspace subscription

Uni Fund for learning

Wellbeing Days off

Summer conference

4pm finishes on Fridays

Flexible and hybrid working

Job summary

Service Management Group (SMG) in Leeds is hiring for an Account Executive to join the Customer Experience team. The role focuses on delivering high-quality client service for the Plan-Apps platform, supporting internal teams, retailers, brands, and agencies.

You will act as a trusted day-to-day contact, diagnosing issues and guiding users to the best solution. The role blends operational support with light account engagement in a fast-paced, hybrid environment.

Qualifications

• Customer-focused with strong communication skills.
• Calm under pressure and able to prioritise effectively.
• Detail-oriented and structured in approach.
• Able to build relationships while managing operational workload.
• Commercial awareness of client impact.

Responsibilities

• Act as first point of contact for platform queries and issues
• Triage, prioritise, and resolve tickets within SLA
• Escalate user issues appropriately to engineering where required
• Communicate clearly and confidently with users
• Ensure users feel supported and confident using the platform
• Reduce friction in day-to-day usage
• Provide clear and timely updates during incidents
• Partner with our Enablement team to address recurring user issues

Skills

Customer-focused

Calm under pressure

Detail-oriented

Relationship building

Commercial awareness

Job description

Service Management Group (SMG) in Leeds is hiring for an Account Executive to join the Customer Experience team. The role focuses on delivering high-quality client service for the Plan-Apps platform, supporting internal teams, retailers, brands, and agencies.

You will act as a trusted day-to-day contact, diagnosing issues and guiding users to the best solution. The role blends operational support with light account engagement in a fast-paced, hybrid environment.