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Customer Experience Manager - IT Services

Robertson Sumner

City Of London

On-site

GBP 35,000 - 55,000

Full time

22 days ago

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Job summary

A leading digital solutions business is seeking a Customer Experience Manager in London. This full-time role focuses on nurturing client relationships and enhancing customer satisfaction within a collaborative team. The ideal candidate will have strong relationship-building skills and a passion for customer service, with opportunities for significant career development and attractive benefits.

Benefits

Private medical

Pension

Life assurance

Employee wellbeing programme

Social events

Qualifications

Proven experience in relationship-building, ideally in customer service or sales.
Strong organisational, analytical, and problem-solving abilities.
Excellent communication and negotiation skills.

Responsibilities

Manage and nurture relationships with key clients to enhance satisfaction.
Coordinate with internal teams to resolve issues and deliver exceptional service.
Organise and lead regular client meetings, presenting data insights.

Skills

Relationship-building

Organisational skills

Analytical skills

Problem-solving

Communication

Presentation

Negotiation

Customer empathy

Education

A Levels or equivalent experience

Degree-level education preferred

Tools

Microsoft Office

Teams

Customer Experience Manager - IT Services

This range is provided by Robertson Sumner. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

Job Title: Customer Experience Manager

Location: London (Office-Based)

Represented by Robertson Sumner – Your Specialist Recruitment Partner

Robertson Sumner is delighted to be partnering with a fast-growing and values-driven digital solutions business in the search for a Customer Experience Manager. This role is ideal for a commercially aware, client-focused professional who thrives in a people-first, service-led environment and is passionate about nurturing high-value client relationships.

This is a London-based, full-time permanent role within a collaborative and ambitious team that places exceptional customer service and relationship-building at the centre of its success.

Why Consider This Opportunity?

People-First Culture: Join a business that prides itself on openness, ingenuity, collaboration, and effectiveness.
Supportive Growth Environment: Work alongside some of the most experienced and innovative minds in the industry.
Purpose-Driven Team: Be part of an organisation that puts integrity, teamwork, and excellence at the core of every interaction.
Career Development: With a strong emphasis on personal and professional growth, the opportunities to evolve in this role are significant.
Attractive Benefits: Including private medical, pension, life assurance, employee wellbeing programme, and social events.

Key Responsibilities:

Manage and nurture relationships with a portfolio of key clients to enhance satisfaction and retention.
Understand customer contracts, anticipate future needs, and support business development through upselling and cross-selling opportunities.
Coordinate internally with service, billing, and technical teams to resolve issues and deliver exceptional service.
Organise and lead regular client meetings, presenting data insights and performance trends using management information reports.
Act as a central point of contact for clients and internal teams, ensuring smooth communication and proactive issue resolution.
Contribute to continuous improvement initiatives and strategic account planning.
Support account directors and sales leadership in delivering growth and customer satisfaction.

Key Attributes Required:

Proven relationship-building experience, ideally in key accounts, customer service, or sales.
Strong organisational, analytical, and problem-solving abilities.
Excellent communication, presentation, and negotiation skills.
Confident using Microsoft Office (Excel, Word, PowerPoint); familiarity with Teams and asset management tools is a plus.
Ambitious, proactive, and adaptable with a high degree of professionalism and customer empathy.
A Levels or equivalent experience required; degree-level education preferred.
Must be eligible to work in the UK.

Take the next step in your career with a company that values what you bring to the table – and helps you grow beyond it.

For more information or to apply, please contact Robertson Sumner.

Seniority level

Seniority level
Associate

Employment type

Employment type
Full-time

Job function

Job function
Customer Service, Business Development, and General Business
Industries
Technology, Information and Media, IT Services and IT Consulting, and IT System Installation and Disposal

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