Customer Experience Manager (CXM)
Reports to: Senior Customer Experience Manager
Location: Burton-on-Trent, Reading, Manchester or Leeds
Hybrid working.
My client is a Customer Experience-led technology provider and trusted advisor for cloud-based and critical technological business solutions. They help organisations modernise, secure, and streamline the way they work by delivering best-in-class technologies.
They support nearly 15,000 customers, many of whom use only a fraction of their technology portfolio this role is vital in ensuring our customers get the most out of the solutions they purchase.
Role Overview
You will own the end-to-end customer experience across a portfolio of accounts, ensuring a seamless journey from onboarding through to ongoing service. The role focuses on customer satisfaction, retention, relationship management, and continuous improvement across all touchpoints.
Key Responsibilities
Strategic
1. Champion improvements to the company brand experience.
2. Drive retention, reduce churn, and maintain CSAT scores above 4.
3. Understand customer personas and needs, using real-time feedback to enhance service.
4. Manage Trustpilot/Google reviews and maintain clear communication channels.
5. Use CRM tools to monitor engagement and ensure accurat...