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 Champion improvements to the company brand experience. Drive retention, reduce churn, and maintain CSAT scores above 4. Understand customer personas and needs, using real-time feedback to enhance service. Manage Trustpilot/Google reviews and maintain clear communication channels. Use CRM tools to monitor engagement and ensure accurate customer data (annual reviews minimum). Build multi-level customer relationships and act as the internal voice of the customer. Maintain awareness of contractual positions and support upsell/cross-sell with Account Managers. Conduct regular service and case review meetings. Day-to-Day Target first-touch resolution for all queries. Oversee implementation orders and track all in-flight projects. Ensure Customer Experience Executives deliver structured, SLA-aligned responses. Own all customer cases, engaging specialist teams where needed. Maintain CRM accuracy and onboard new service pillars with correct billing. Run daily case reviews and manage small customer orders. Act as primary escalation point and manage case queues. Commercial & Financial Support Account Managers and product teams with opportunities and order delivery. Investigate and resolve credit requests promptly. Report on contractual positions and manage cancellations end-to-end. Work with Customer Success to drive product adoption and retention. Collaborate with wider teams to ensure a consistent customer experience. Governance & Compliance Ensure SLA adherence and escalate risks appropriately. Maintain regular service review cycles, including performance, lifecycle, and end-of-life planning. Success Measures Net value retention SLA achievement CSAT Revenue growth EBSTA score Requirements Strong written, verbal, organisational and numerical communication skills. Commercial mindset with proven customer/relationship management experience. Minimum 5 years in a relationship-focused role. A detailed individual, skilled in managing complex conversations and long-term relationships. Benefits Competitive salary Company pension 22 days holiday public holidays (rising to 25 after probation, then 1 per year to 27) Life assurance (4x salary) Optional Bupa and Health Shield Bike to Work scheme Season ticket loan