Customer Experience Manager (Connected)

• The Customer Experience Manager will champion and elevate the end-to-end experience for Wavenet Connected customers across the flex workspace sector. This role ensures that Workspace Group Landlords, Centre Teams and Tenants receive a consistently premium, seamless and proactive service throughout the entire customer lifecycle
• You will act as the central point of coordination for all in-life customer performance, driving service quality, adoption of Wavenet Connected solutions, retention, and customer satisfaction across your allocated cluster of Workspace Group sites
• Take full responsibility for in-life customer experience across an allocated flex workspace cluster
• Act as the primary relationship owner for landlords, centre managers and key operational stakeholders
• Ensure consistent delivery of premium, digital-first customer journeys for workspace operators and tenants
• Conduct regular service reviews, performance deep-dives and continuous improvement recommendations.

Service Quality & Performance Management

• Monitor site-level service performance, Wi-Fi quality, uptime, and customer-reported issues
• Coordinate with Delivery, Support and Customer Success teams to resolve escalations swiftly and efficiently
• Identify experience gaps or recurring themes and drive cross-functional improvements
• Ensure each site in the cluster meets its connected experience standards and operational KPIs
• Maintain strong day-to-day engagement with workspace operators, onsite teams and tenants
• Support onboarding activities ensuring tenants are smoothly and fully enabled on Wavenet Connected services
• Promote the adoption and utilisation of digital services, Wi-Fi, network tools and managed service features
• Deliver customer-focused training, guidance, floor-walks or proactive check-ins as needed
• Analyse occupancy trends, service usage, support tickets and technical diagnostics to identify improvement areas
• Work closely with product, engineering and service teams to enhance the Wavenet Connected experience
• Provide regular reporting on satisfaction, service performance and operational insights
• Input into product development based on real-world tenant and operator feedback
• Partner with Sales, Delivery, Support, Customer Success and Engineering to ensure a seamless lifecycle experience
• Support presales and sales teams with customer context, site behaviours and operational insights where required
• Ensure new deployments transition smoothly from delivery into in-life management

Benefits

• Hybrid working
• Electric car scheme
• 25 days’ holiday: 28 days after three years of service
• Referral bonus
• Employee assistance programme
• Cycle-to-work scheme
• Company pension scheme
• Enhanced maternity and paternity pay
• Benefits platform: With exclusive discounts and offers
• Living wage employer- Ability to manage multiple sites, stakeholders and priorities in a fast-paced environment
• Proven experience in customer experience, service management, customer success or operational account management
• Strong sense of ownership and accountability for customer satisfaction
• Comfortable working at pace in a dynamic, evolving sector
• Customer-obsessed with a proactive and solutions-driven mindset
• Excellent communication, relationship-building and stakeholder management skills
• Highly organised, structured and capable of managing multiple concurrent priorities
• Empathetic, commercially aware and collaborative across teams
• Strong understanding of telecoms, connectivity, MSP or technology environments
• Experience analysing customer or service performance data to drive measurable improvements
• Experience within the flex workspace, commercial real estate or serviced office sectors
• Knowledge of managed Wi-Fi, network services, SD-WAN or digital infrastructure
• Familiarity with occupancy-driven models and multisite operational environments