Customer Experience Manager
Location: Talbot Green (Hybrid, 3 days in the office, 2 days from home)
Full-time | Permanent
Reporting to: Head of TSC Operations
Direct Reports: 6
Are you passionate about creating unforgettable customer experiences? Do you thrive on leading teams, solving challenges, and delivering excellence in the SaaS world? We're looking for a Customer Experience Manager to join our Operations team and lead the charge in shaping a world-class onboarding journey for our customers.
About the Role
As the Customer Experience Manager, you'll be at the heart of transforming how our customers interact with our software solutions, including MyConcern, Class Charts, and Provision Map. Your mission: to create seamless, impactful onboarding and training experiences that empower our users to succeed.
This is your chance to make a real impact by enhancing customer satisfaction, boosting engagement, and driving business growth.
Key Responsibilities
* Shape the Journey: Design, implement, and refine customer onboarding processes to promote our self-serve SaaS model.
* Create Tools: Develop engaging onboarding content—video tutorials, help guides, and in-product support.
* Optimise Support: Identify inefficiencies, promote value-driven solutions, and reduce inbound queries.
* Leverage Insights: Use CRM and data to track interactions and improve the customer experience.
* Lead & Inspire: Guide your team to deliver exceptional training and onboarding.
* Set the Bar High: Deliver outstanding performance against KPIs, including a world-class Net Promoter Score (NPS).
* Collaborate: Work with sales, finance, and technical support teams to deliver a seamless customer journey.
* Train & Mentor: Coach your team on best practices and deliver top-notch training for customers.
What You’ll Bring to the Team
* Proven Expertise: Track record in customer experience or team management, with a flair for designing exceptional customer journeys.
* Problem-Solving Skills: Ability to tackle challenges, resolve complaints, and simplify complexity.
* Leadership: Inspire and motivate your team with strong interpersonal and organisational skills.
* Results-Driven: Experience delivering against KPIs and driving measurable improvements.
* Product Savvy: Comfort with using and explaining software solutions to diverse audiences.
* Exceptional Communication: Confidence in written and verbal communication with stakeholders and customers.
Why Join Us?
At our core, we’re driven by our values:
* We Work Together: Building trust, embracing feedback, and celebrating collaboration.
* We Include Everyone: Championing inclusivity and supporting growth.
* We Take Ownership: Moving forward with accountability and innovation.
* We Never Stand Still: Continuously improving, adapting, and creating greatness.
* We Do It for Them: Passionate about empowering teachers, students, and parents.
What’s in It for You?
* Growth Opportunities: A chance to lead and shape a talented team.
* Impact: Make a real difference for our customers and their communities.
* Culture: Join a dynamic, supportive team that thrives on innovation and collaboration.
Ready to Lead the Way?
Apply now and help us deliver exceptional experiences that transform the way people interact with education software. Your journey starts here!
Job Type: Full-time
Pay: Up to £45,000.00 per year
Benefits:
* Referral programme
* Sick pay
Work Location: Hybrid remote in Pontyclun CF72 9FG
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