Customer Experience Manager

1 month ago

London, United Kingdom B2B Media Group EMEA Full time

At B2B Media Group, we are looking for a challenge-loving Customer Experience Manager (CX Manager) to join our team in London. This is a fantastic opportunity for someone who enjoys developing relationships with clients and offering them the best experience during their journey.

Our CX team is focused on adopting and guiding clients pre and post-contract and building successful relationships, ensuring they have a great experience working with B2B Media Group. The CX Manager must also be able to balance and understand expectations to support internal teams.

Your Responsibilities

  • Be the face of B2BMG.
  • A trusted advisor to clients. You will be their idea factory, consultant and problem solver.
  • Be the expert for all things related to guiding and supporting clients through their campaign experience with B2B Media Group. 
  • Utilising project management skills to implement client solutions.
  • Oversee the end-to-end performance campaign process to ensure it delivers the results (success) our clients need and help clients to understand ROI and manage expectations. Breaking bad/good news will be expected.
  • Manage the essential behind-the-scenes work with the Campaign Management & Delivery team.
  • Help drive the improvement of our Client Success performance.
  • Train others, including new team members, if needed.
  • Collect client feedback to drive continuous improvement in our work and processes.
  • Measure and present campaign progress and results via mid-flight, end of campaign reports or any report request from the client.
  • Work alongside the Sales & Accounts Managers/Directors to identify growth opportunities and maintain retention, increasing budget expenditure.
  • Work together with the Sales department on offer proposals (running quotes with partner network, guidance on solution combinations, etc)
  • Any ad hoc tasks required by the business at a given time.
Your must-have experience
  • Proven 3+ years of experience working in a business-to-business Customer Success role or similar. Ideally, within Lead Generation, Demand Generation or Display advertising. 4+ years of experience would be considered based on other proven experience and personal attributes in similar roles.
  • Able to manage big client projects with multiple angles, i.e. global or multi-product campaigns, several stakeholders or multi-regional collaborations.
  • Ability to balance client expectations with day-to-day operational requirements, processes or situations. 
  • Experience collaborating effectively with other internal stakeholders to deliver against campaigns’ KPIs.
  • Pitching and presenting experience.
  • Experience utilising your project management skills to implement client solutions.
  • Experience in training and guiding others, both external and internal.
  • Able to work under pressure and manage large workloads at times with a drive to succeed.
  • Proven administration, organisational and prioritising experience.
  • Excellent interpersonal and communication skills (both oral and written) – listening, asking questions, reading between the lines and anticipating clients’ needs.
  • Computer skills, including MS Office Suite, Google Suite, Slack, etc. and CRM knowledge i.e. Salesforce (or other CRM tools), etc. and the ability to learn new systems quickly.
  • Experience in working with business clients across various channels, mainly via phone, video chat and email, but also face to face.
  • Flexible approach to the workload with the ability to support a newly growing team.
What we offer

We offer a permanent position in a fast-growing, data-driven online marketing company with a focus on B2B. A secure working environment with flat hierarchies and fast decision-making processes is what sets us apart. Our way of working is characterized by trust, openness, a lot of fun and a good work-life balance. We have offices in London, Sofia, Berlin, Munich, New York, Singapore, Würzburg and Augsburg and work with a highly motivated international team. Of course, we offer a virtual office and also allow flexible working models. Nevertheless, we are always happy to see our employees in the office as well and to work together on projects.

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