Contract:Full-Time
Location: Warwick, UK, hybrid 1-2 days in office
About the Role:
We’re looking for a strategic and customer-focused leader to join our management team as Customer Experience Manager. This new role will take ownership of the full customer journey – from onboarding and support, to training and long-term success – helping us improve how customers learn, adapt, and get real value from our product.
You’ll lead our Customer Service Manager and Product Training Manager, supporting both pre and post-sale experiences. Your goal is to build scalable processes, develop our customer education approach, and ensure that customer insights are driving continuous improvement across the business.
This is a hands-on leadership role with influence across product, engineering, marketing, and commercial – and a great fit for someone who enjoys working cross-functionally to solve customer problems and scale customer impact.
Key Responsibilities:
* Lead and support our Customer Service and Product Training Managers
* Foster a strong team culture with clear goals, collaboration, and accountability
* Champion professional development and operational excellence
* Ensure world-class customer support by enabling the team with tools and training to improve response workflows and to maximise service effectiveness.
Customer Journey & Enablement
* Optimise the customer journey, reducing friction across product onboarding, training, and post-sale support
* Oversee the creation and development of educational resources (video tutorials, user manuals, online and in-person training) that empower users to get the most from our product
* Prioritise content development for all user levels (beginner to advanced), ensuring alignment with customer needs and use cases.
* Use customer feedback (e.g. NPS survey feedback, support tickets, product reviews and call recordings) to identify pain points and opportunities to improve training content, onboarding sequences and customer satisfaction
* Represent the customer across internal teams (Product, Marketing & Video Production) by sharing their feedback to help shape product development decisions and marketing strategy.
Continuous Improvement & Strategic Impact
* Identify and address recurring customer issues through long-term and scalable solutions
* Collaborate cross-functionally to drive process improvements that enhance customer outcomes.
Metrics & Reporting
* Own NPS strategy and reporting, leveraging data to inform priorities, measure success and to demonstrate impact
* Monitor CSAT survey responses and resolution time metrics
* Use data to inform priorities and track the success of CX initiatives.
What we are looking for:
* Experience leading customer experience, customer success, or operations teams in a technology or product-led environment
* Strong team leadership and stakeholder management skills
* Customer-first mindset with a bias for action and improvement
* Analytical and data-informed approach to decision-making
* Experience working cross-functionally with product, engineering, and marketing
* Bonus: exposure to Agile, Lean, or continuous improvement methodologies.
Why Join Us?
* Work in a fast-growing, innovative tech company making a global impact
* Hybrid working arrangements (2 days/week in our Warwick office)
* Close collaboration with senior leadership
* 25 days annual holiday + 8 public bank holidays
* Pension plan
* Health insurance
* 24/7 Employee Assistance Programme (EAP)
* Company share scheme
* Free on-site car parking
* Monthly ‘Moasure Munch’ team lunches
* A supportive and collaborative culture with opportunities to develop and grow.
If you believe you meet our criteria and are excited about joining our dynamic team, we want to hear from you! Please submit your application with a CV to hr@moasure.com .
Please note:We cannot offer visa sponsorship.
We do not accept speculative CVs from recruitment agencies.
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