Bracknell South, United Kingdom | Posted on 12/05/2025
AyataCommerce is a Digital Services Company that helps businesses solve the challenges of engaging & transacting with customers, as well as addressing internal operations. With teams around the globe, AyataCommerce deploys regional expertise alongside best-in-class technology governance and a proven delivery model to deliver solutions on time and within budget.
AyataCommerce has experience integrating with enterprise digital platforms such as SAP Commerce Cloud, ElasticPath Commerce Cloud, BigCommerce, Amplience, and Magnolia. The company works with brands like Dr Martens, MyDeposits, Vertu, and several luxury brands.
The role of Client Experience Manager is pivotal in acting as the main link between Clients, Internal Teams (Sales, Delivery, Account Management), and Third-party Vendors. The goal is to ensure seamless project implementation by aligning all stakeholders, overseeing progress, and proactively solving challenges. The manager will monitor client expectations and overall experience, prioritize client relationships, anticipate concerns, and communicate potential issues to delivery teams for resolution. By managing the emotional and relational aspects of client interactions, the role aims to prevent issues, ensure smooth delivery, and maintain strong, positive relationships.
Key Responsibilities:
Primary Goal: Ensure successful project implementation and high client satisfaction.
Proactive Communication & Alignment:
* Establish regular communication channels with clients for updates, feedback, and concerns.
* Relay client feedback to delivery teams constructively, facilitating proactive solutions.
* Ensure clients feel supported and informed throughout the project lifecycle.
* Serve as the main contact point between clients, internal teams, and third-party vendors.
* Monitor the emotional climate of client relationships to identify dissatisfaction early.
* Advocate for clients within the company, ensuring their concerns are addressed.
* Provide reassurance and guidance during critical project phases to maintain trust.
High-Level Monitoring:
* Oversee the overall client experience, identifying potential issues.
* Collaborate with Operations/Delivery Managers to address client concerns without affecting timelines.
* Monitor KPIs related to client satisfaction to inform strategies.
Client Relationship Building:
* Develop and maintain long-term relationships with clients during and post-project.
* Share insights with internal teams to improve processes and future outcomes.
* Contribute to best practices in client management and experience enhancement.
Requirements
* Strong background in client relationship management, ideally in software systems integration.
* High emotional intelligence with the ability to interpret and respond to client emotions.
* Excellent verbal and written communication skills, with diplomacy in managing expectations and difficult messages.
* Strategic thinking to anticipate client needs and concerns.
* Track record of high client satisfaction scores during and after projects.
* Effective resolution of client concerns during projects.
* Strong client relationships evidenced by repeat business or positive referrals.
* Positive internal feedback on communication and client advocacy effectiveness.
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