Customer Experience Manager

Customer Experience Manager

Salary: £40,000

Based in Hammersmith, London

Hybrid role: 3 days in office, 2 from home

A global consultancy business is seeking a Customer Experience Manager to manage and grow key client relationships across Europe for their coaching platform. You’ll own the client journey from onboarding through to retention and growth, working closely with Business Development, Coaching and Operations teams to deliver an outstanding customer experience.

Key Responsibilities

• Manage and grow existing client relationships, driving retention, engagement and revenue growth.
• Develop growth plans for priority accounts and identify expansion opportunities.
• Oversee client onboarding and successful delivery of coaching programmes.
• Monitor client engagement, utilisation, NPS and other key KPIs.
• Use client data and insights to demonstrate impact and support client conversations.
• Coordinate platform setup, data management and coaching journey implementation.
• Manage coach onboarding and programme delivery.
• Identify process improvements and opportunities to use AI and automation.
• Work closely with Business Development on post-sale handovers.
• Collaborate with global Customer Experience and Coaching teams.

Skills & Experience

• Experience in Customer Success, Customer Experience, Account Management or Account Operations, ideally within professional services within SaaS.
• Strong client relationship management skills, with experience driving retention and growth.
• Experience working with digital platforms, data and KPIs.
• Commercial awareness and experience managing account growth or revenue targets.
• Strong analytical, organisational and communication skills.
• Experience with process improvement, AI or automation is desirable.
• Experience within coaching, leadership development, HR technology or professional services would be advantageous.

Benefits:

• 25 days holiday + Bank Holidays + Christmas closure
• Private Medical Insurance
• Gym Allowance and Cycle to Work Scheme
• Employee Assistance Programme
• Pension contribution – 5%
• Life Insurance – 4 x salary
• Annual overseas conference