Customer Experience Manager (CXM)

Babble-Cloud; Burton upon Trent; On-site; GBP 42,000 - 60,000; Full time

Job summary

Babble is seeking a Customer Experience Manager (CXM) to own end-to-end customer journeys across dedicated accounts and oversee the customer experience from initial engagement to post-purchase support, driving satisfaction, retention and loyalty.

Reporting to the Senior Customer Experience Manager, you will collaborate with cross‑functional teams to reduce churn and understand customer personas, turning feedback into actionable account management actions.

Qualifications

• The CXM is responsible for end‑to‑end customer experience across dedicated accounts.
• Oversee and continuously improve the customer journey from initial engagement through post‑purchase support.
• Role covers all customer interactions, driving satisfaction, retention and long‑term loyalty.

Responsibilities

• Champion opportunities to continuously improve the Babble brand experience.
• Drive customer retention, reduce churn, and increase customer satisfaction.
• Develop a deep understanding of each customer persona and their specific needs.
• Gather real‑time customer feedback and ensure insights are incorporated into account management activity.
• Ensure CSAT scores across the customer base remain above 4, actively managing both positive and negative responses.

Job description

• Contracted Office: Burton Office - DE14 2DH

Company Description

Why Babble?

Babble is a Customer Experience-led growth business. As the ultimate Trusted Advisor for cloud-based technologies, we specialize in empowering businesses with the best solutions from the world's leading providers.

We are specialists in:

• Microsoft Modern Work
• Cybersecurity
• Mobile Solutions
• Communications & Connectivity

With nearly 15,000 customers, we're just scratching the surface of our potential. Many of our clients currently benefit from one or two of our technologies, presenting an incredible opportunity to introduce them to our full suite of market-leading solutions.

Join us on this exciting journey and let's achieve greatness together!

Join Our Dynamic Team as a Customer Experience Manager (CXM)!

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

Reports to: Senior Customer Experience Manager

The Customer Experience Manager (CXM) is responsible for end‑to‑end customer experience within their dedicated accounts. You will oversee and continuously improve the customer journey, ensuring a positive and seamless experience at every touchpoint—from initial engagement through to post‑purchase support. This role covers all customer interactions, not just customer service touchpoints, and plays a key role in driving satisfaction, retention, and long‑term loyalty.

Key Responsibilities

Strategic Responsibilities

• Champion opportunities to continuously improve the Babble brand experience.
• Drive customer retention, reduce churn, and increase customer satisfaction.
• Develop a deep understanding of each customer persona and their specific needs.
• Gather real‑time customer feedback and ensure insights are incorporated into account management activity to enhance the customer experience.
• Ensure CSAT scores across the customer base remain above 4, actively managing both positive and negative responses