Customer Experience Manager - Connected

Wavenet; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Annual leave up to 28 days

Private medical coverage

Eye care scheme

Wellbeing programmes

Job summary

Wavenet is seeking a Customer Experience Manager to own the in-life experience across a flex workspace cluster within the Wavenet Connected division. You will act as the primary liaison for landlords, centre managers and key stakeholders, ensuring premium digital-first journeys for operators and tenants across multiple sites.

You will monitor Wi‑Fi quality and performance, coordinate with Delivery, Support and Customer Success, and drive improvements with product and engineering teams to meet

Qualifications

• Proven experience in customer experience, service management or customer success.
• Experience working with telecoms, connectivity, MSP or technology environments.
• Ability to manage multiple sites, stakeholders and priorities in a fast-paced environment.

Responsibilities

• Own in-life customer experience across an allocated flex workspace cluster.
• Act as primary relationship owner for landlords, centre managers and key stakeholders.
• Ensure premium, digital-first customer journeys for operators and tenants.
• Conduct service reviews, performance deep-dives and continuous improvements.
• Monitor site-level service performance, Wi‑Fi quality and uptime.
• Coordinate with Delivery, Support and Customer Success to resolve escalations.
• Drive cross-functional improvements and meet KPIs.

Skills

Customer experience

Service management

Stakeholder management

Multisite management

Communication

Data analysis

Tech/telecoms knowledge

Job description

Wavenet is an award-winning communications solution provider, delivering high-quality, high-speed and cost-effective connectivity solutions to organisations across the UK. Outstanding customer experience sits at the heart of everything we do. Our purpose is to build long-lasting, mutually beneficial partnerships with our clients, underpinned by trust, expertise and delivery excellence. We are proud of our strong, family-oriented culture which encourages innovation, collaboration and high performance. Part of Wavenet’s Focused Division, you will join a vibrant team supporting our customers within Wavenet Connected, a specialist division that provides services and support to the Commercial Real Estate Sector.

Job Description

Customer Experience Manager – Wavenet Connected

Key Responsibilities

Customer Experience Ownership

• Take full responsibility for in-life customer experience across an allocated flex workspace cluster.
• Act as the primary relationship owner for landlords, centre managers and key operational stakeholders.
• Ensure consistent delivery of premium, digital-first customer journeys for workspace operators and tenants.
• Conduct regular service reviews, performance deep-dives and continuous improvement recommendations.

Service Quality & Performance Management

• Monitor site-level service performance, Wi-Fi quality, uptime, and customer-reported issues.
• Coordinate with Delivery, Support and Customer Success teams to resolve escalations swiftly and efficiently.
• Identify experience gaps or recurring themes and drive cross-functional improvements.
• Ensure each site in the cluster meets its connected experience standards and operational KPIs.

Tenant & Operator Engagement

• Maintain strong day-to-day engagement with workspace operators, onsite teams and tenants.
• Support onboarding activities ensuring tenants are smoothly and fully enabled on Wavenet Connected services.
• Promote the adoption and utilisation of digital services, Wi‑Fi, network tools and managed service features.
• Deliver customer‑focused training, guidance, floor‑walks or proactive check‑ins as needed.

Data, Insights & Continuous Improvement

• Analyse occupancy trends, service usage, support tickets and technical diagnostics to identify improvement areas.
• Work closely with product, engineering and service teams to enhance the Wavenet Connected experience.
• Provide regular reporting on satisfaction, service performance and operational insights.
• Input into product development based on real‑world tenant and operator feedback.

Cross-Functional Collaboration

• Partner with Sales, Delivery, Support, Customer Success and Engineering to ensure a seamless lifecycle experience.
• Support presales and sales teams with customer context, site behaviours and operational insights where required.
• Ensure new deployments transition smoothly from delivery into in‑life management.

Skills & Experience

• Proven experience in customer experience, service management, customer success or operational account management.
• Strong understanding of telecoms, connectivity, MSP or technology environments.
• Ability to manage multiple sites, stakeholders and priorities in a fast‑paced environment.
• Excellent communication, relationship‑building and stakeholder management skills.
• Experience analysing customer or service performance data to drive measurable improvements.
• Experience within the flex workspace, commercial real estate or serviced office sectors.
• Knowledge of managed Wi‑Fi, network services, SD‑WAN or digital infrastructure.
• Familiarity with occupancy‑driven models and multisite operational environments.

Personal Attributes

• Customer‑obsessed with a proactive and solutions‑driven mindset.
• Highly organised, structured and capable of managing multiple concurrent priorities.
• Strong sense of ownership and accountability for customer satisfaction.
• Empathetic, commercially aware and collaborative across teams.
• Comfortable working at pace in a dynamic, evolving sector.

Qualifications

Skills & Experience

• Proven experience in customer experience, service management, customer success or operational account management.
• Strong understanding of telecoms, connectivity, MSP or technology environments.
• Ability to manage multiple sites, stakeholders and priorities in a fast‑paced environment.
• Excellent communication, relationship‑building and stakeholder management skills.
• Experience analysing customer or service performance data to drive measurable improvements.

Additional Information

• Experience within the flex workspace, commercial real estate or serviced office sectors.
• Knowledge of managed Wi‑Fi, network services, SD‑WAN or digital infrastructure.
• Familiarity with occupancy‑driven models and multisite operational environments.

Personal Attributes

• Customer‑obsessed with a proactive and solutions‑driven mindset.
• Highly organised, structured and capable of managing multiple concurrent priorities.
• Strong sense of ownership and accountability for customer satisfaction.
• Empathetic, commercially aware and collaborative across teams.
• Comfortable working at pace in a dynamic, evolving sector.

Ready to join the UK’s largest managed service provider?

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in‑house Wellbeing Team.

We believe in a strong work‑life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Annual Leave:Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing:Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.