Customer Experience Manager

Sword Group; Aberdeen City; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Competitive salary

Flexible working

Pension scheme

Private health insurance

Well-being programme

Employee assistance programme

Job summary

Sword Group is seeking a Customer Experience Manager to drive sales activity, lead generation and pipeline management, while building strong client relationships. You will ensure service alignment with client goals and provide leadership to the team in a dynamic IT services environment.

The role requires account management experience, a strategic mindset, and the ability to manage complex pipelines. Experience in renewables/utilities is a plus, with a focus on delivering value and customer

Qualifications

• Account management experience, preferably in IT services or energy.
• Able to manage a complex pipeline and deliver a structured sales process.
• Strong multi-level relationship building skills.
• Commercially focused with strategic thinking.
• Highly motivated and target driven.
• Line management experience desirable.
• Degree qualification or equivalent experience.
• Experience of Renewables and Utilities markets advantageous.

Responsibilities

• Lead sales activity, lead generation and pipeline management.
• Work with Sword and client personnel to ensure service is aligned to needs and goals.
• Engage regularly with clients and stakeholders to understand the client's business.
• Serve as the primary point of contact for key customers, building strong relationships.
• Conduct service reviews and account health checks to ensure satisfaction and value.
• Gather, analyse and act on customer feedback to drive continuous improvement.
• Provide line management support for the team and assist engagement initiatives.
• Assist with operational and administrative tasks including resource tracking, reporting, PO/invoicing, and workforce administration.

Skills

Account management

Pipeline management

Relationship building

Strategic thinking

Budget management

Customer experience planning

Communication skills

Line management

Education

Degree or equivalent experience

Bachelor's degree

Job description

Sword is a leading provider of business technology solutions within the Energy, Public and Finance Sectors, driving real transformation change within our clients. We use proven technology, specialist teams and domain expertise to build solid technical foundations across platforms, data and business applications. We have a passion for using technology to solve business problems, working in partnership with our clients to help in achieving their goals.

About the role:

• Reporting to the Delivery Partner, our Customer Experience Manager will be responsible for sales activity, lead generation, pipeline management.
• Work with key Sword and client personnel to ensure our operational service is aligned to the needs and goals, enabling a demonstrable partnership and collaborative relationships.
• Have regular engagement with clients and the appropriate stakeholders to gain a thorough understanding of the client's business
• Serve as the primary point of contact for key customers, building strong and lasting client relationships.
• Conduct regular service reviews, account health checks, and customer engagement meetings to ensure service excellence and customer satisfaction.
• Proactively gather, analyse, and act upon customer feedback to drive continuous improvement and identify opportunities for added value.
• Provide line management support for team
• Support employee engagement and communication initiatives across the BU
• Input in to operational and administrative activities, including resource tracking, operational reporting, purchase order and invoicing management, holiday planning, and workforce administration.

• You will already have gained account management experience, preferably within the IT services or the energy industry.
• Ability to manage a complex pipeline and deliver structured sales process
• Strong multi-level relationship builder
• Commercially focused, articulate and possess the ability to think strategically.
• Highly motivated and target driven
• Experience of management of budgets is desirable
• Ability to develop and execute customer experience plans and projects
• Excellent communications skills and able to build relationships across multiple levels.
• Degree qualification or equivalent experience
• Experience of the Renewables and Utilities markets would be advantageous.
• Line Management experience

At Sword, our core values and culture are based on caring about our people, investing in training and career development and building inclusive teams where we are all encouraged to contribute to achieve success.

We offer comprehensive benefits designed to support your professional development and enhance your overall quality of life. In addition to a Competitive Salary, here's what you can expect as part of our benefits package:

• Personalised Career Development: We create a development plan customised to your goals and aspirations, with a range of learning and development opportunities within a culture that encourages growth.
• Flexible working: Flexible work arrangements to support your work-life balance. We can’t promise to always be able to meet every request, however are keen to discuss your individual preferences to make it work where we can.
• A Fantastic Benefits Package: This includes generous annual leave allowance, enhanced family friendly benefits, pension scheme, access to private health, well-being, and insurance schemes, an employee assistance programme, discounted cash plan and more…..

At Sword we are dedicated to fostering a diverse and inclusive workplace and are proud to be an equal opportunities employer, ensuring that all applicants receive fair and equal consideration for employment, regardless of whether they meet every requirement. If you don’t tick all the boxes but feel some of the relevant skills and experience we’re looking for, please do consider applying and highlight your transferable skills and experience. We embrace diversity in all its forms, valuing individuals regardless of age, disability, gender identity or reassignment, marital or civil partner status, pregnancy or maternity status, race, colour, nationality, ethnic or national origin, religion or belief, sex or sexual orientation. Your perspective and potential are important to us.

If we can do anything to help make the hiring process more accessible, please let our talent acquisition team know when you apply so we can support any adjustments.