Senior Customer Experience Manager

1 month ago


Milton Keynes UK, Buckinghamshire, United Kingdom Synchro Full time

About the Role


Location

Hybrid, based in Milton Keynes with occasional travel across the UK, Ireland, and overseas as required.


Job Purpose

The Senior Customer Experience Manager (CXM) will oversee accounts, ensuring customer success and satisfaction. This role also includes team lead responsibilities for three CXMs. The CXM will support customers with product utilisation and account momentum, working closely with Product and Sales teams.


Key Responsibilities

  • Customer Relationship Management: Build strong relationships with Kinetic customers at all levels, ensuring satisfaction and minimizing attrition.
  • Team Leadership: Drive progress in ways of working, support the Head of Customer Experience, and mentor team members to ensure a seamless CXM offering.
  • Account Meetings: Lead account meetings with confidence, forming strong relationships with contacts at all levels.
  • Customer Satisfaction: Monitor NPS and CSAT scores, consult with Project Managers and Support Analysts, and ensure timely resolution of projects and tickets.
  • Solution Implementation: Identify and implement solutions to meet customer needs, expand the use of the Kx product suite, and pass leads to the Sales team.
  • Training: Proactively offer and sell training to customers, specializing in an area of the product suite and delivering new starter training.
  • Product Feedback: Gather customer feedback to identify market gaps or product improvements, and discuss with Sales and Products teams to shape the development roadmap.
  • Data Management: Ensure all customer interactions are logged in Salesforce, maintaining accurate data and audit trails for business insights.


Essential Skills and Experience

  • Extensive experience in customer experience, client services, or account management roles.
  • Proven track record of managing and developing a team.
  • Strong background in achieving and exceeding targets.
  • Basic knowledge of CRM systems.
  • Proactive, curious nature with a customer-centric mindset.
  • Excellent planning, organizational, and prioritization skills.
  • Strong technical background and ability to quickly learn new products.
  • Ability to produce quality work with minimal supervision.


Role Summary

  • Role: Senior Customer Experience Manager
  • Location: Hybrid, based in Milton Keynes, with occasional travel across the UK, Ireland, and overseas.

For more information please contact Anya Brown at Synchro Recruitment.



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