Customer Experience Manager

TN United Kingdom; Burton-on-Trent; Hybrid; GBP 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer journeys and drive satisfaction. This role involves championing brand experiences, managing customer interactions, and utilizing CRM tools to ensure seamless service. With a focus on relationship management, the ideal candidate will advocate for customers and identify upsell opportunities. The company offers a hybrid working policy, competitive benefits, and a supportive environment for growth. If you're passionate about customer service and eager to make a difference, this opportunity is perfect for you.

Benefits

Company Pension - 4% Employee contribution

22 days holiday + UK Bank Holidays

Life Assurance – 4x Salary

Optional Health Insurance (Bupa)

Health Cash Plan (Health Shield)

9-day fortnight

Bike to Work Scheme

Season Ticket Loan

Charity Donations (pre-tax)

Company-issued Laptop

Qualifications

• 5+ years of experience in a relationship-focused role.
• Strong communication and relationship management skills.

Responsibilities

• Oversee and enhance the customer journey across dedicated accounts.
• Drive customer retention and satisfaction while managing feedback.

Skills

Strong communication skills

Commercial awareness

Relationship management

Ability to handle difficult conversations

Education

5 years in a relationship-focused role

Tools

CRM tools

Job description

Social network you want to login/join with:

Customer Experience Manager, Burton upon Trent

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Client:

Babble Cloud

Location:

Job Category:

Customer Service

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EU work permit required:

Yes

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Job Reference:

e6f22e6160bc

Job Views:

4

Posted:

01.05.2025

Expiry Date:

15.06.2025

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Job Description:

Join Our Dynamic Team as a Customer Experience Manager!

Are you passionate about telecoms? Do you thrive in a fast-paced, innovative environment? At Babble, we’re on a mission to be our customer’s most trusted advisor for cloud-based technologies. We’re looking for passionate and talented individuals to join our team. If so, we have the perfect opportunity for you!

What will you be doing?

The customer experience manager is responsible for overseeing and enhancing the customer journey within their dedicated accounts, ensuring a positive and seamless experience at every touchpoint, from initial contact to post-purchase support. This role involves managing all interactions with the customer, not just customer service touchpoints.

Main Accountabilities:

• Champion opportunities to improve the brand experience
• Drive customer retention, reduce churn, and increase satisfaction
• Understand each customer persona and their needs
• Gather and incorporate real-time customer feedback into account management
• Maintain CSAT levels above 4 and manage Trustpilot and Google responses accordingly
• Establish effective communication channels between customers and the company
• Utilise CRM tools to monitor customer experience
• Proactively manage accounts and ensure reactive management meets expectations
• Build relationships across organizational levels
• Advocate for the customer internally to improve experience and offerings
• Understand contractual positions and ensure data accuracy through regular reviews
• Conduct regular service reviews with customers
• Identify upsell and cross-sell opportunities in collaboration with the account manager

Person Specification:

• Strong communication skills
• Commercial awareness and experience
• Ability to handle difficult conversations positively
• Relationship management skills
• Knowledge of Babble processes and upsell indicators
• Excellent written, verbal, and numerical literacy
• Organized with attention to detail

Additional Qualities:

• Willingness to learn
• Teamwork ability
• Ownership and initiative

Qualifications

• Minimum 5 years of experience in a relationship-focused role

Additional Benefits:

• Company Pension - 4% Employee contribution
• 22 days holiday + UK Bank Holidays, increasing with service
• Life Assurance – 4x Salary
• Optional Health Insurance (Bupa)
• Health Cash Plan (Health Shield)
• 9-day fortnight with every other Friday off
• £1,000 bonus after 10 years of service
• Bike to Work Scheme
• Season Ticket Loan
• Charity Donations (pre-tax)
• Company-issued Laptop
• Annual Celebrations

Hybrid Working Policy:

Office-based with flexibility: work from the office on Monday, Tuesday, Thursday; work from home on Wednesday and Friday, unless role-specific requirements apply.

Recruitment Process:

Includes screening, interview(s), and competency testing as needed. We aim to fill this position quickly with the right candidate.

Direct candidates only.

Babble | Leading UK Cloud Solutions Provider