Senior Manager, Global Customer Experience - EMEA & APAC Lead

Digital Realty; London; On-site; GBP 70,000 - 100,000; Full time

Job summary

Digital Realty is seeking a Senior Manager to lead the Customer Experience (CX) program for the EMEA region. This role focuses on enhancing customer satisfaction across various interactions, requiring strong leadership, analytical abilities, and expertise in CX management. Join a dynamic, inclusive team dedicated to improving customer journeys and operational excellence.

Benefits

Development opportunities

Supportive team environment

Qualifications

• Excellent verbal and written communication skills.
• Proven CX management experience in technical environments.
• Strong analytical and presentation skills.

Responsibilities

• Oversee the CX program for EMEA and drive customer satisfaction.
• Implement strategies to enhance customer interactions.
• Collaborate with teams to align CX efforts with business goals.

Skills

Communication

Data Analysis

Problem-solving

Customer Service

Leadership

Technical Knowledge

Adaptability

Emotional Intelligence

Tools

Qualtrics XM

Job description

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Job Description

Your role

The Senior Manager role is responsible for overseeing the CX program for the EMEA region, reporting to the Global CX Program Lead. The role focuses on ensuring a positive overall experience across all customer interactions with Digital Realty, including marketing, sales, site experience, products and services, support, and more. The scope considers the entire customer journey to identify opportunities for process, communication, and touchpoint improvements. By combining industry knowledge with a customer-first approach, the Senior Regional Customer Experience Manager will drive customer satisfaction, operational excellence, and business growth in their region.

What you'll do

• Develop and implement strategies to improve customer interactions across multiple touchpoints and channels.
• Analyze customer feedback, surveys, and data to identify pain points and opportunities for enhancing the customer journey.
• Collaborate with cross-functional teams such as marketing, sales, product development, global process owners, and the customer success team to align CX efforts with business goals.
• Recommend customer service standards and guidelines to ensure consistent and exceptional service delivery.
• Train staff on customer-centric approaches and best practices to foster a customer-focused culture.
• Monitor and report on KPIs related to customer satisfaction, retention, and loyalty, providing insights to senior management.
• Manage Continual Service Improvement (CSI) initiatives to enhance the customer experience.
• Facilitate regular CX Index reporting, including EoDB scores, OSAT, and CSI progress.
• Implement complex CX initiatives across multiple regions.
• Support the global CX team as an EMEA regional SME.

What you'll need

• Excellent communication skills—verbal and written—for effective interaction and collaboration.
• Expertise in Qualtrics XM software, including administrative experience.
• Strong data analysis skills to interpret customer feedback and metrics.
• Effective presentation skills for communicating complex ideas.
• Leadership abilities and a customer-centric mindset.
• Proven CX management experience, preferably in technical or data center environments.
• Analytical skills to derive insights from customer data.
• Customer service skills to exceed customer expectations.
• Problem-solving skills to address issues and resolve conflicts.
• Adaptability to evolving customer needs and industry trends.
• High emotional intelligence to navigate customer and team emotions.
• Technical knowledge of data center operations and solutions.

Core Goals & Role Objectives

• Develop and execute strategies to enhance customer retention, satisfaction, and loyalty.
• Analyze customer data to understand needs and pain points.
• Collaborate with sales, technical, and operational teams to meet customer expectations.
• Foster a culture of continual improvement by addressing customer pain points.
• Track and report on key CX metrics, making strategic recommendations.
• Train customer-facing teams on CX standards.
• Provide regular reports to senior management on CX performance and opportunities.

About Us

Digital Realty connects companies and data through data center, colocation, and interconnection solutions. Our PlatformDIGITAL provides a secure, scalable data center platform with a global footprint of 300+ facilities across 50+ metros in 25+ countries. Learn more at digitalrealty.com or follow us on LinkedIn and Twitter.

Our Team

The Global Customer Experience (CX) team oversees the Voice of the Customer program, focusing on understanding customer needs and feedback to enhance satisfaction and loyalty. Our goal is to ensure a positive, seamless experience throughout the customer journey.

What We Offer

Join a passionate, supportive, and inclusive team committed to meeting the evolving needs of our global customers. We provide development opportunities and a dynamic environment to build a rewarding career. Apply now and influence our future growth.