Customer Experience Manager

Maintel; Blackburn; On-site; GBP 50,000 - 70,000; Full time

Job summary

Maintel in the United Kingdom seeks a Customer Experience Manager to be the primary operational contact for a portfolio of customers, delivering proactive, high-quality managed service experiences throughout their journey.

You will build trusted relationships, lead governance and QBRs, monitor performance, and drive improvements while coordinating with Customer Success, Service Operations and Reporting teams. The role requires travel across the North West region.

Qualifications

• Experience in Customer Experience, Service Delivery or Service Management.
• Proven track record leading customer service reviews or QBRs.
• Strong stakeholder management and communication skills.
• Ability to translate service data into practical improvements.

Responsibilities

• Build strong, long-term relationships with assigned customers as the primary operational contact.
• Lead service reviews, governance meetings and QBRs with clear performance insights.
• Monitor service performance, identify risks and drive continuous improvements.
• Create and manage CSIPs with committed, measurable actions.
• Support customers through issues and escalations with professionalism and empathy.
• Collaborate with Customer Success, Service Ops, Reporting and Tech teams to improve service quality.
• Use reporting data to provide insights and recommendations to enhance the customer experience.

Skills

Relationship-building

Stakeholder management

Communication skills

Service Delivery

Service Management

QBRs leadership

Data interpretation

Issue/risk management

Organization

Tools

ITIL awareness

Job description

Customer Insight & Experience | Customer Operations

Are you passionate about delivering exceptional customer experiences and building trusted client relationships?

We're looking for a Customer Experience Manager to become the primary operational contact for a portfolio of customers, ensuring they receive a proactive, consistent and high-quality managed service experience throughout their journey with us.

This is a highly visible role where you'll work with customers, operational teams and senior stakeholders to ensure service performance is understood, risks are managed, and continuous improvements are delivered. If you enjoy turning operational insight into meaningful customer outcomes, we'd love to hear from you.

What you'll be doing

As our Customer Experience Manager, you'll be the trusted partner for your customers, helping them gain maximum value from our managed services by providing clear communication, structured governance and proactive service management.

You'll:

• Build strong, long-term relationships with your assigned customers, acting as their primary operational point of contact.
• Lead engaging service reviews, governance meetings and Quarterly Business Reviews (QBRs), presenting service performance in a clear and meaningful way.
• Monitor service performance, identify trends and risks, and work collaboratively to drive continuous service improvements.
• Create and manage Customer Service Improvement Plans (CSIPs), ensuring agreed actions are delivered and customers see measurable progress.
• Support customers through service issues and escalations with confidence, professionalism and empathy.
• Work closely with Customer Success, Service Operations, Reporting and Technology teams to improve service quality and customer satisfaction.
• Use reporting and operational data to provide valuable insights and recommendations that enhance the customer experience.

What we're looking for

We're interested in people who combine excellent relationship-building skills with a passion for service excellence.

You'll ideally have:

• Experience in Customer Experience, Service Delivery, Service Management or Managed Services.
• A track record of leading customer service reviews, governance meetings or QBRs.
• Strong stakeholder management and communication skills, with the confidence to engage customers at all levels.
• The ability to interpret service performance data and translate it into practical improvement actions.
• Experience managing customer issues, risks and service escalations.
• Excellent organisational skills and the ability to manage multiple priorities.
• A proactive, collaborative approach and a genuine passion for delivering outstanding customer experiences.

It would be great if you also have

• Experience within telecommunications, managed services or IT services.
• ITIL awareness or certification.
• Experience working in customer-facing operational environments.

This is an exciting opportunity to play a key role in shaping the customer experience within a growing managed services business. You'll have the chance to influence service improvements, work with a broad range of internal teams, and build lasting partnerships with customers while making a real impact on their success.

If you're someone who enjoys solving problems, building trusted relationships and delivering service excellence, we'd love to hear from you.

Please note: We're looking for someone based in the North West of England who can support our customer portfolio across the region, with regular travel to client sites as part of the role.