Customer Experience Leader - Retention & Growth

Portfolio Group

Manchester

On-site

GBP 70,000 - 75,000

Full time

41 hours ago

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Benefits offered by this job

Excellent Benefits

Job summary

Portfolio Group in Manchester is seeking an experienced Customer Experience Manager to lead client engagement, satisfaction and retention for a fast-growing, service-led business with a high-performance culture. You will oversee the Customer Solutions teams, using data, client feedback and technology to increase engagement and reduce attrition.

You'll drive customer success strategies, partner with cross-functional teams, and deliver daily dashboards on SLA performance and operational

Qualifications

Experience in a service-led, high-volume or professional services environment.
Strong communication and presentation skills.
Proven ability to turn data and feedback into practical improvements.

Responsibilities

Lead and develop the Customer Solutions teams to build a high-performing, customer-centered culture.
Track client sentiment and usage to identify opportunities to increase engagement.
Champion the client voice to shape day-to-day operations and longer-term strategy.
Collaborate with multi-disciplinary teams to resolve issues, protect reputation and boost satisfaction.
Implement strategies to reduce cancellations and improve retention across service lines.
Provide senior leadership with dashboards and reports on SLA, engagement and challenges.