Customer Experience Manager IMSERV is one of the UKs leading data collection and energy metering experts, delivering award winning services to more customers in more places, meeting industry targets and becoming a benchmark for excellence. We offer a range of specialist metering technology for electricity, gas, and water along with highly accurate energy data collection services. All this is wrapped up with an easy-to-view online data management analysis and reporting software. PURPOSE OF THE ROLE: To act as a strategic and supportive partner for assigned Customers at every stage of the Customer Journey. Owning the Customer experience as they transition from sales prospects and cultivate strong relationships ensuring high levels of customer satisfaction, leading to strong renewal and growth opportunities. MAIN RESPONSIBILITIES: Work closely with Account Managers to serve as the primary interface between Commercial and Operations in managing the initial on-boarding of assigned portfolio of customers and ongoing engagement throughout the customers lifetime. Create workstreams with defined roles and responsibilities, processes, and clear points of contact to track and manage performance. Create a management and control framework to ensure quality and timeliness of work delivered to clients including organising regular performance reviews. Create a meeting system that allows management activities of forecasting, planning, execution of work and reporting to be conducted in a streamlined manner supporting the Clients business objectives. Acting as an escalation point for customer matters, understanding the problem, why the problem has occurred and sourcing a resolution. Establish and monitor metrics to track client satisfaction, retention and implement strategies to strengthen customer relationships. Client engagement and reporting of client portfolio data. PERSON SPECIFICATION: Previous business account management experience. Particularly demonstrable ability to close business. Industry knowledge and an appreciation of the end-to-end customer journey. Ability to direct customers and manage employees at all levels of business. Regular travel, both UK and international. COMPANY BENEFITS: 28 days annual leave plus Bank Holidays Annual leave Buy & Sell scheme Enhanced Salary Sacrifice Pension Contributions Up to a 10% yearly bonus Life Assurance up to 6 X Base Salary* Simply health Healthcare plan (Upgrades available) In Office & Out of Office Social Events Retailer Discounts Platform Employee Assistance Program Wellbeing Centre Car Salary Sacrifice Scheme* Reward & Recognition (*Length of service & T&Cs apply) Our people are our main asset. We strive to ensure they remain happy, competitive, and fulfilled - helping to propel our business forward and ensure we remain customer-centric and competitive. We are proud to remain the UKs leading and growing energy data collection and meter operations service provider. Diversity and inclusion have long been at the heart of IMSERVs success. As we continue our growth, our focus remains on ensuring that equality, diversity, and inclusion remain central to our business and recruitment practices. We recognise that we operate in an industry in which there has traditionally been a lack of diversity, and we are keen to encourage applications from as inclusive a group as possible. We recognise that a balanced workforce encourages collaboration and innovation, promotes entrepreneurship and a feeling of ownership. These are the key drivers of our business, that our customers really look to us for. (Please note that we reserve the right to close this position before the expiry date)