Customer Experience Manager
SKILLS
FULL DESCRIPTION
Customer Experience Manager
[Employer hidden — sign up to reveal] is seeking a strategic and customer-focused Customer Experience Manager to own the full customer journey from onboarding to long-term success. This leadership role oversees the Customer Service and Product Training managers, builds scalable processes, and uses customer insights to drive improvement across product, engineering, marketing, and commercial teams. The role is hybrid, based in Warwick, UK, with a salary of £55k–£65k. We cannot offer visa sponsorship.
- Salary: £55k to £65k depending on experience
- Contract: Full-Time
- Location: Warwick, UK, hybrid 2-3 days in our Warwick office
- Contact: [Employer hidden — sign up to reveal]
About [Employer hidden — sign up to reveal]
[Employer hidden — sign up to reveal] is a technology company with a unique and innovative product. With a focus on innovation and excellence, we are changing the way many industries measure in their day-to-day business.
Key Responsibilities
Team Leadership
- Lead and support the Product Training Manager and a Customer Service Manager who is responsible for: 2 Team Leaders, 5 Customer Support Specialists, and 2 Pre-Sales Consultants
- Foster a strong team culture with clear goals, collaboration, and accountability
- Champion professional development and operational excellence
- Ensure world-class customer support by enabling the team with tools and training
Customer Journey & Enablement
- Optimise the customer journey, reducing friction across onboarding, training, and post-sale support
- Oversee creation of educational resources (video tutorials, user manuals, training)
- Prioritise content development for all user levels
Customer Voice & Insights
- Use customer feedback (NPS, support tickets, reviews, call recordings) to identify pain points
- Represent the customer across Product, Marketing & Video Production teams
Continuous Improvement & Strategic Impact
- Identify and address recurring customer issues through scalable solutions
- Collaborate cross-functionally to drive process improvements
- Use continuous improvement tools such as Six Sigma and Lean
Metrics & Reporting
- Create a strategy to improve NPS and MI reporting
- Monitor CSAT and resolution time metrics
- Use data to inform priorities and track success
What We Are Looking For
- Experience leading customer experience, customer success, or operations teams in a technology or product-led environment
- Strong team leadership and stakeholder management skills
- Customer-first mindset with a bias for action
- Analytical and data-informed approach
- Experience working cross-functionally with product, engineering, and marketing
- Bonus: exposure to Agile, Lean, or continuous improvement methodologies
Why Join [Employer hidden — sign up to reveal]?
- Dynamic, innovative environment
- Hybrid working arrangements
- Pension, AXA healthcare, 24/7 GP support
- Share scheme
- 25 days holiday + 8 bank holidays
- Supportive team culture with events and development
- Discount schemes
- Free on-site parking
- Monthly [Employer hidden] munch event
Application Instructions
If you believe you meet our criteria, please submit your application with a CV to [Employer hidden — sign up to reveal]. Please note: We cannot offer visa sponsorship. We do not accept speculative CVs from recruitment agencies.