Overview
Customer Experience / Proposition Manager
Location: Flexible – with regular travel to Mansfield & East Finchley (London)
Type: Full-time | Hybrid | Agency-side
Are you passionate about shaping customer experiences that drive real business impact? Do you thrive in fast-paced environments and love working across cross-functional teams? If so, we want to hear from you.
We’re looking for a talented and enterprising Customer Experience / Proposition Manager to join a successful marketing agency team, with a primary focus on a hospitality account. This is a commercially minded role that blends strategic thinking with executional excellence.
Responsibilities
* Leading the CX and proposition development across a key agency client
* Building strong stakeholder relationships and influencing cross-functional teams
* Delivering against briefs and ensuring alignment across client teams
* Conducting research, benchmarking, and analysing data to define best-in-class customer experiences
* Representing the voice of the customer in cross-functional working groups
* Identifying opportunities to grow the client retainer and generating incremental revenue for the agency
* Supporting the growth and development of the agency’s CX function
* Engaging in professional development, benchmarking, and industry events
* Contributing to entrepreneurial initiatives and helping shape new propositions
Qualifications
* A strong background in customer experience and customer proposition
* Proven ability to balance customer needs with business objectives
* Experience implementing and executing propositions within high service B2C sectors such as hospitality, leisure, travel or retail
* Exposure to both physical and digital customer experiences
* Strong commercial awareness and understanding of how businesses generate revenue
* Excellent stakeholder management and relationship-building skills
* Strategic thinker with delivery experience
* Comfortable working in a fast-paced, deadline-driven agency environment
* Previous agency experience or understanding of agency operations is a plus
* CCXP certification or CXPA membership is advantageous
Additional information
* Seniority level: Not Applicable
* Employment type: Full-time
* Job function: Marketing
* Industries: Marketing Services
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