Customer Experience & Resolution Lead

JLA Group; Ripponden; On-site; GBP 42,000 - 56,000; Full time

Job summary

JLA Group is seeking a Customer Relationship Manager to own the end-to-end customer experience. You will act as the primary contact, coordinating across Operations, Finance, Sales and support functions to resolve complex issues with transparent communication.

Responsibilities include driving root-cause analyses, supporting retention and renewal activity, and promoting customer adoption through digital enablement while maintaining high governance and data integrity.

Qualifications

• Proven experience in customer relationship management, account management or complex customer support.
• Strong written and verbal communication skills.
• Ability to manage ambiguity and apply judgement in complex situations.
• Strong organisational skills and attention to detail.
• Ability to coordinate and influence across teams without direct authority.
• Experience working in a contract-based or regulated environment.
• Commercial awareness and understanding of customer lifecycle value.
• Experience contributing to root cause analysis and service improvement.
• Familiarity with CRM or case management systems.

Responsibilities

• Act as the primary point of contact for customers and own communication throughout the resolution journey (clear updates, manage expectations).
• Coordinate multi-step customer issues across Operations, Finance, Sales and other functions.
• Lead root cause analysis on complex and recurring customer issues and translate insights to leadership.
• Support renewal and retention activity through collaboration with sales and customer success teams.
• Deliver customer enablement and adoption initiatives, including portal walkthroughs and self-service guidance.
• Maintain governance, quality and professional standards in customer communications and records.

Skills

CRM systems

Account management

Communication

Organisational skills

Stakeholder influence

Contract environment

Commercial awareness

Root cause analysis

Customer lifecycle

Job description

JLA Group is seeking a Customer Relationship Manager to own the end-to-end customer experience. You will act as the primary contact, coordinating across Operations, Finance, Sales and support functions to resolve complex issues with transparent communication.

Responsibilities include driving root-cause analyses, supporting retention and renewal activity, and promoting customer adoption through digital enablement while maintaining high governance and data integrity.