Customer Experience Manager

Tribe Recruitment; Oxford; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A leading recruitment agency is seeking a Customer Experience Manager to oversee and enhance customer interactions within dedicated accounts across the UK. This hybrid role requires at least 5 years of experience in a relationship management position, strong communication skills, and the ability to handle difficult conversations positively. This role offers excellent benefits and the opportunity to drive customer satisfaction and loyalty.

Benefits

Excellent benefits

Qualifications

• Proven experience in customer experience and relationship roles.
• Strong numerical and verbal literacy is essential.
• Ability to maintain and enhance customer relationships.

Responsibilities

• Oversee customer experience across accounts.
• Drive customer retention, reduce churn, and increase satisfaction.
• Utilize CRM tools for monitoring customer experience.

Skills

Strong communication skills

Commercially minded and proven experience

Minimum 5 years of experience in a relationship role

Ability to handle difficult conversations

Experience managing relationships

Knowledge of company processes

Organisational skills and attention to detail

Job description

Overview

This is a hybrid role and you can be located anywhere in the UK.

You will have experince working within the IT MSP and/or Telecoms sector.

The customer experience manager is responsible for the customer experience within their dedicated accounts. You are responsible for overseeing and improving the customer journey, ensuring a positive and seamless experience at every touchpoint, from initial interactions to post-purchase support, ultimately driving customer satisfaction and loyalty. This covers all interactions across the customer not just customer service touch points.

Responsibilities

Strategic

• Champion opportunities to consistently improve the brand experience
• Drive customer retention, reduce churn, and increase customer satisfaction
• Understand each customer persona and their specific needs
• Gather real time feedback from customers and ensure this feedback is incorporated into the account management process for an improved customer experience
• Ensure CSAT levels within customer base are above 4 and action responses positive and negative. Manage Trustpilot and google responses and manage accordingly
• Establish communication mediums lines between customers and the company to ensure a smooth customer experience
• Utilise CRM tools to monitor customer experience
• Proactive management with accounts and ensure reactive management is in line with expectations
• Build relationships at multiple levels within the organisation
• Be an internal advocate and voice for the customer to enhance both the customer experience and companies offerings
• Understand the contractual position of the customer
• Ensure data integrity of contact names, numbers and email addresses with at least annual reviews with the customer to keep this updated
• Regular case and service review meetings at a cadence agreed with the customer
• Identify upsell and cross-sell opportunities working closely with the account manager

Day to Day

• Target first touch resolution for all queries
• Oversee all implementation orders are delivered in line with expectations, know the projects in flight
• Work with CX Executives to ensure all responses to customers are coherent, well structured and responded to with SLA
• Maintain strong relationships within the customer
• Own all cases and responses, use other teams to input as required
• Ensure all customer contact details are updated in the CRM
• Onboard new pillars to the customer ensure billing accuracy and Customer success involvement
• Daily case reviews working with Customer Experience Executive
• Create small orders
• Escalation point for customer and customer executives
• Case queue management for ALL customer cases

Commercial & Financial

• Support account managers and product sales team with opportunities and delivery of orders, ensuring post purchase service is at company standard.
• Responsible for investigating, owning and resolving credit requests within the account in a timely fashion
• Understand, maintain and report on customer contractual positions if required
• Own cancellation cases within the customer through to resolution working with contracts admin, billing and cancellations. Delivering all communication, written and verbal in a coherent and concise manner
• Working with Customer Success teams to define and ensure delivery of measures which increase adoption and retention
• Working with colleagues in wider to team to improve the experience for customers in a consistent manner

Governance & Compliance

• Ensure all SLAs are met and escalate when needed
• Establish regular review cycles to assess product performance, lifecycle, and end-of-life planning as part of service reviews

Skills Required

• Strong communication skills
• Commercially minded and proven experience.
• Minimum 5 years of experience in a relationship role
• Able to have difficult conversations with positive outcomes
• Experience managing and maintaining relationships
• Knowledge of company processes, upsell revenue lead indicators.
• Written, Verbal and Numerical literacy is a must
• Must be organised and attention to detail oriented

Key Measures of Success

• Net value retention
• Achieve SLA targets
• Customer satisfaction survey CSAT
• Revenue Growth
• EBSTA score
• Excellent benefits are on offer with this role.