Customer Experience Manager

Position reporting to: Head Of Service Management

Role Summary:

We’re looking for a proactive and skilled Customer Experience Manager to promote exceptional customer service for our clients. They will be the driving force behind customer satisfaction, loyalty, and advocacy, ensuring that every interaction is first‑class.

This role is accountable for managing all aspects of customer operations, including major incident management, coordinating with our change management / project teams, and ensuring compliance with agreed customer processes. It includes developing close working relationships with various customer interfaces, suppliers and GCX teams.

The successful candidate needs to be self‑motivated, confident, and possess strong communication skills and financial acumen. They must understand the importance of accountability and management.

The role will involve hybrid working, both on site and remotely from home.

Duties and Responsibilities

• Monitor customer feedback, reviews and drive improvements
• Collaborate with Product, Marketing, and Sales to align customer needs with business goals
• Track the success of customer experience initiatives
• Champion the voice of the customer in all aspects of business planning
• Escalation management – handle both internal and external escalations with empathy and efficiency
• Provide monthly service reporting and chair Customer Service Reviews where required
• Oversee the progress of network projects and ‘Moves, Adds & Changes’, providing periodic reporting to customers and internal stakeholders
• Create and manage Customer Service Plans & monthly/quarterly reporting packs
• SLA monitoring & reporting
• Manage customer documentation and inventory management with our internal teams
• Ensure Planned Work Notifications are communicated in a timely manner
• Awareness of P&L and account‑related commercials – work with Sales on efficiencies

Key Performance Indicators

• Customer Satisfaction & NPS
• Service Delivery and Service Assurance KPIs

Qualification & Experience

• Network (WAN) Experience
• ITIL
• Network / IT related Degree

Experience (Min. years)

• 5+ years in Telecom Industry (managed services)

Technical Skills

• Proven record in customer experience, success, or service leadership roles
• Strong analytical skills with the ability to interpret complex data sets
• Excellent communication, problem‑solving, and interpersonal abilities
• Service Management
• Change & Project Management
• Assurance & Incident Management
• Knowledge of Telecoms technologies, products & services
• Demonstrates an astute commercial acumen

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Information Technology, Other, and Customer Service

Industries

• Telecommunications, IT Services and IT Consulting, and Computer and Network Security