Customer Experience Manager

Huntress; Greater London; On-site; GBP 36,000 - 44,000; Full time

Benefits offered by this job

Private Medical Insurance

Gym Allowance

Cycle to Work Scheme

Employee Assistance Programme

Pension contribution - 5%

Life Insurance - 4 x salary

Annual overseas conference

Discretionary bonus

Hybrid working - 3 days office / 2 in

Job summary

Huntress in London is seeking a Customer Experience Manager to manage and grow client relationships across Europe for their coaching platform. The role owns the client journey from onboarding to retention, working with Business Development, Coaching and Operations teams to deliver outstanding customer experience.

Based in Hammersmith, this hybrid role requires 3 days in the office and 2 from home. The salary is £40,000 with a discretionary bonus and a strong benefits package including private

Qualifications

• Experience in Customer Success, Customer Experience, Account Management or Account Operations, ideally within professional services within SaaS.
• Strong client relationship management skills, with experience driving retention and growth.
• Experience working with digital platforms, data and KPIs.
• Commercial awareness and experience managing account growth or revenue targets.
• Strong analytical, organisational and communication skills.
• Experience with process improvement, AI or automation is desirable.

Responsibilities

• Manage and grow existing client relationships, driving retention, engagement and revenue growth.
• Develop growth plans for priority accounts and identify expansion opportunities.
• Oversee client onboarding and successful delivery of coaching programmes.
• Monitor client engagement, utilisation, NPS and other key KPIs.
• Use client data and insights to demonstrate impact and support client conversations.
• Coordinate platform setup, data management and coaching journey implementation.
• Manage coach onboarding and programme delivery.
• Identify process improvements and opportunities to use AI and automation.
• Work closely with Business Development on post-sale handovers.
• Collaborate with global Customer Experience and Coaching teams.

Skills

Customer Success

Account Management

Data & KPIs

Analytical

AI/Automation

Tools

CRM Software

Job description

Customer Experience Manager Salary: £40,000

Based in Hammersmith, London

Hybrid role: 3 days in the office, 2 from home

A global consultancy business is seeking a Customer Experience Manager to manage and grow key client relationships across Europe for their coaching platform. You'll own the client journey from onboarding through to retention and growth, working closely with Business Development, Coaching and Operations teams to deliver an outstanding customer experience.

Key Responsibilities

• Manage and grow existing client relationships, driving retention, engagement and revenue growth.
• Develop growth plans for priority accounts and identify expansion opportunities.
• Oversee client onboarding and successful delivery of coaching programmes.
• Monitor client engagement, utilisation, NPS and other key KPIs.
• Use client data and insights to demonstrate impact and support client conversations.
• Coordinate platform setup, data management and coaching journey implementation.
• Manage coach onboarding and programme delivery.
• Identify process improvements and opportunities to use AI and automation.
• Work closely with Business Development on post-sale handovers.
• Collaborate with global Customer Experience and Coaching teams.

Skills & Experience

• Experience in Customer Success, Customer Experience, Account Management or Account Operations, ideally within professional services within SaaS.
• Strong client relationship management skills, with experience driving retention and growth.
• Experience working with digital platforms, data and KPIs.
• Commercial awareness and experience managing account growth or revenue targets.
• Strong analytical, organisational and communication skills.
• Experience with process improvement, AI or automation is desirable.
• Experience within coaching, leadership development, HR technology or professional services would be advantageous.

Benefits:

• 25 days holiday + Bank Holidays + Christmas closure
• Private Medical Insurance
• Gym Allowance and Cycle to Work Scheme
• Employee Assistance Programme
• Pension contribution - 5%
• Life Insurance - 4 x salary
• Annual overseas conference
• Discretionary bonus
• Hybrid working - 3 days office / 2 days home

We practice a diverse and inclusive recruitment process that ensures equal opportunity for all we work with, irrespective of race, sexual orientation, mental or physical disability, age or gender. As an organisation, we encourage applications from all backgrounds and will ensure measures are met when required, to allow a fair process throughout.

PLEASE NOTE: We can only consider applications from candidates who have the right to work in the UK.