Senior Customer Experience Manager

7 days ago

London, Greater London, United Kingdom SQLI Full time

About SQLI UK & ME

We are a leading digital commerce and services company that specializes in providing exceptional digital experiences to businesses across the United Kingdom and the Middle East.

The Role: Senior Customer Experience Manager

We are seeking an experienced and results-driven Senior Customer Experience Manager with expertise in Customer Experience (CX) to lead and manage our CX-focused client projects and accounts. The Senior Customer Experience Manager will be responsible for building and maintaining strong client relationships, ensuring client satisfaction, and creating and managing CX initiatives that deliver value and enhance customer experiences.

Key Responsibilities:

Client Relationship Management: Build and maintain strong, long-lasting relationships with key client stakeholders. Act as the primary point of contact for client inquiries, issues, and escalations. Collaborate closely with clients to understand their business goals, challenges, and CX needs.

CX Strategy and Consultation: Work closely with clients to develop and execute CX strategies aligned with their business objectives. Provide expert guidance on best practices and innovations in CX to drive customer loyalty and satisfaction.

Account Growth and Retention: Develop account growth strategies, identify upselling opportunities, and contribute to contract renewals. Ensure client satisfaction and success, leading to long-term partnerships.

New Business Development: Be able to spot opportunities, answer RFI/RFPs/proposals, and create cost and lead responses, managing the process through to delivery.

Project Oversight: Oversee the execution of CX projects, ensuring they meet or exceed client expectations. Support and manage statements of work, resourcing needs, and timelines to ensure delivery against client-approved timings and budget. Collaborate with internal teams to drive CX-related initiatives, across UX/UI, Content, strategy, research, and data.

Creative Management: Prepare and present creative briefs for UX/UI designers and copywriters and co-present creative visuals and copy back to the client.

CX Performance Metrics: Define key performance indicators (KPIs) to measure the success of CX initiatives. Regularly report on the progress and results of CX efforts to clients and senior management, liaising with data and analytics.

Your Profile:

  • Proven experience in account management, specializing in CX within the digital services or e-commerce industry.
  • In-depth understanding of CX methodologies, journey mapping, design systems, data analysis – strategic thinker, ability to write briefs and manage projects to delivery.
  • Exceptional leadership and team management skills.
  • Strong problem-solving, communication, and negotiation abilities.
  • Experience of helping to grow accounts – able to identify new opportunities and help to create proposals that answer client needs.
  • Proactive, results-driven with a proven track record of achieving and exceeding account goals.
  • Commercially focused and comfortable with estimating, budget management, and managing costs.

£65,000 - £80,000 per annum based on experience + benefits package available.

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