Customer Experience Manager

SCC; Birmingham; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

SCC, Europe's largest privately-owned IT company, is seeking a Customer Experience Manager to enhance customer satisfaction through feedback and continuous improvement initiatives. This role involves metric analysis, stakeholder engagement, and ensuring effective communication channels with customers, all within a supportive and flexible working environment.

Benefits

Car allowance/company car

Paid volunteering days

Broad flexible benefits scheme

Career development opportunities

Qualifications

• Proven experience as an account manager or service delivery manager.
• Experience in a customer-facing role.
• Strong communication skills essential.

Responsibilities

• Capture and report customer sentiment metrics.
• Drive initiatives to improve Customer Experience.
• Coordinate Customer Success activities.

Skills

Customer focus

Stakeholder management

Detail-oriented

Communication

Independent work

Job description

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Salary Package: Competitive plus car allowance/company car, large company benefits, a broad flexible benefits scheme, and paid volunteering days a year.

Hours: am – pm, Monday – Friday. We also offer a Core Hours arrangement (role-specific), providing flexibility around your personal needs.

Interview Process: 3-stage process

Why SCC?

• An inclusive workplace
• Excellent package: solid basic and company benefits
• Hybrid working & core hours in line with role requirements
• Career development and lifelong learning opportunities
• Opportunity to join Europe's largest privately-owned IT Company

Role purpose:

The Customer Experience Manager is our focal point for all things Customer sentiment and Continual Service Improvement. They own and develop mechanisms to gather Customer Experience Indicators – such as NPS and CSAT – and convert feedback into actionable activities to improve customer satisfaction, supporting retention and growth activities.

Working closely with the Customer Success Team, they will identify recurring challenges in service delivery and ensure teams are equipped with feedback to drive improvements, tracking these activities to completion and ensuring effective feedback loops back to customers.

Key responsibilities:

• Ensure appropriate metrics are in place to capture and report customer sentiment, converting data into actionable insights.
• Drive adoption of initiatives to improve Customer Experience, coordinating marketing materials and incentives, and tracking effectiveness.
• Coordinate CSI activities across teams, ensuring clarity on benefits and timescales, de-duplicating efforts, and prioritising delivery. Produce management information illustrating progress and escalate slippages.
• Ensure customers know their voice is heard and feedback is acknowledged. Produce communications via tools like Evie and LinkedIn, and coordinate events such as Customer Forums and focus groups.

Skills and experience:

• Proven experience as an account manager or service delivery manager in a customer-facing role.
• Experience managing stakeholders and customers.
• Detail-oriented and organised.
• Ability to work independently and take initiative.
• Excellent interpersonal, written, and verbal communication skills.