Customer Experience Executive — Hybrid, Growth & Impact

SMG; Leeds; Hybrid; GBP 25,000 - 33,000; Full time

Benefits offered by this job

Discretionary bonus 10%

Wellbeing fund 1800€

Headspace subscription

Uni Fund 500

Wellbeing Days

Job summary

SMG, a pioneer in connected commerce marketing, is seeking an entry-level Account Executive in Leeds. You will support the Client Experience team, handling platform queries and helping users get the most value from Plan-Apps.

This role blends operational support with light-touch account engagement, requiring strong communication, calm under pressure, and a proactive problem-solving mindset. Hybrid working and a focus on growth are offered.

Qualifications

• Customer-focused and strong communication skills.
• Calm under pressure with ability to prioritise.
• Detail-oriented and structured in approach.

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

Strong communication

Calm under pressure

Detail-oriented

Relationship-building

Commercial awareness

Job description

SMG, a pioneer in connected commerce marketing, is seeking an entry-level Account Executive in Leeds. You will support the Client Experience team, handling platform queries and helping users get the most value from Plan-Apps.

This role blends operational support with light-touch account engagement, requiring strong communication, calm under pressure, and a proactive problem-solving mindset. Hybrid working and a focus on growth are offered.