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 inMicrosoft Modern WorkCybersecurityContact Centre TechnologyMobile SolutionsCommunications & ConnectivityWith 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!About Us | Leading UK Cloud Solutions Provider | BabbleJoin 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 ManagerThe 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.Strategic ResponsibilitiesChampion opportunities to continuously improve the Babble brand experienceDrive customer retention, reduce churn, and increase customer satisfactionDevelop a deep understanding of each customer persona and their specific needsGather real‑time customer feedback and ensure insights are incorporated into account management activity to enhance the customer experienceEnsure CSAT scores across the customer base remain above 4, actively managing both positive and negative responses. Manage Trustpilot and Google reviews accordinglyEstablish and maintain clear communication channels between customers and Babble to ensure a smooth and transparent experienceUtilise CRM tools to monitor customer experience and engagementProactively manage accounts and ensure reactive support aligns with customer expectationsBuild strong relationships at multiple organisational levels within customer accountsAct as an internal advocate and voice of the customer to improve both the customer experience and Babble’s service offeringsMaintain a strong understanding of each customer’s contractual positionEnsure accuracy and integrity of customer contact data, including names, phone numbers, and email addresses, with at least annual reviews per accountConduct regular service and case review meetings at a frequency agreed with the customerIdentify upsell and cross‑sell opportunities, working closely with Account ManagersDay‑to‑Day ResponsibilitiesTarget first‑touch resolution for all customer queriesOversee all implementation orders, ensuring delivery aligns with customer expectations and tracking all projects in flightWork closely with Customer Experience Executives to ensure all customer responses are coherent, well‑structured, and delivered within SLAMaintain trusted and productive customer relationshipsTake ownership of all customer cases and responses, engaging specialist teams for input where requiredEnsure all customer contact details are accurately maintained in CRM systemsOnboard new service pillars, ensuring billing accuracy and Customer Success involvementConduct daily case reviews with Customer Experience ExecutivesCreate and manage small customer ordersAct as the primary escalation point for customers and Customer Experience ExecutivesManage case queues across all customer accountsCommercial and Financial ResponsibilitiesSupport Account Managers and product sales teams with opportunities and order delivery, ensuring post‑purchase service meets Babble standardsInvestigate, own, and resolve customer credit requests in a timely and professional mannerMaintain awareness of customer contractual positions and report on them when requiredOwn and manage cancellation cases end‑to‑end, working closely with Contracts Administration, Billing, and Cancellations teams, ensuring all communication is clear, concise, and consistentWork with Customer Success teams to define and deliver initiatives that increase product adoption and customer retentionCollaborate with wider teams to ensure a consistent, high‑quality customer experience across the businessGovernance and ComplianceEnsure all SLAs are met, escalating issues appropriately where requiredEstablish and maintain regular service review cycles covering performance, product lifecycle, and end‑of‑life planningKey Measures of SuccessNet value retentionSLA achievementCustomer satisfaction (CSAT)Revenue growthEBSTA scoreStrong written, verbal, and numerical communication skillsCommercially minded, with proven experience in customer or relationship management rolesMinimum of 5 years’ experience in a relationship‑focused roleProven ability to manage difficult conversations with positive outcomesDemonstrated experience managing and maintaining long‑term customer relationshipsKnowledge of Babble processes and upsell revenue lead indicators (or ability to learn quickly)Highly organised with strong attention to detailWhy work for Babble?Competitive salaryCompany pension22 days’ annual leave plus UK public holidays during probationIncreasing to 25 days upon successful completion of probationPlus one additional day per completed year of service, up to a maximum of 27 days per annumLife assurance (4x annual salary)Optional health insurance (Bupa)Optional health cash plan (Health Shield)Bike to Work schemeSeason Ticket commuter loanHybrid working policyHybrid-Working PolicyYou will be contracted to work from the office; however, Babble operates a non-contractual Hybrid Working Policy whereby you will be required to be in the office 3 days a week minimum with 2 days from home. You will also be required to travel to the various Babble offices with occasional overnight stay needed. If you're interested, please apply or get in touch—we’d love to discuss what might work best for you.The recruitment journeyWe want to fill this role quickly, but we want to get the right person. The recruitment process will consist of a screening call. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements.Direct Candidates OnlyDirect Candidates OnlyBabble | Leading UK Cloud Solutions ProviderPandoLogic. Keywords: Retention Manager, Location: Burton On Trent, ENG - DE14 2BZ