Title: Customer Experience Manager Department: Operations Location: Talbot Green Full time, Permanent Line Manager: Head of TSC Operations Number of Direct Reports: 6 Role Overview We are seeking a Customer Experience Manager to lead the Customer Experience team in delivering a seamless, world-class SaaS onboarding journey for our customers. Your primary focus will be on developing and implementing strategies that enhance the onboarding process and creating engaging, impactful content both during the onboarding process and throughout the customer journey. Exceptional interpersonal skills are crucial for this role, as teamwork and collaboration are essential to driving business success. Key Responsibilities: Create, implement, and evolve the customer onboarding process and customer journey to promote our self-serve SaaS model. Develop and refine all onboarding tools, such as video content, help guides, and in-product support. Identify inefficiencies in customer support, promoting value-add contact deflection and reducing inbound contact demand. Leverage CRM systems and other business tools to track customer interactions and gain customer insights. Provide strong leadership and direction to the Customer Experience team; ensuring excellent customer experience, onboarding, and training for all customers who have adopted our software solutions, such as MyConcern, Class Charts, and Provision Map. Ensure delivery of performance using the agreed performance framework of Quality and Productivity against the team’s KPIs. Mentor, train, and coach Customer Experience team members on content creation and training delivery. Create, maintain, and deliver new starter induction and refresher training on all products. Ensure all onboarding, contact strategies, and training delivery is completed to the highest possible standard by the Customer Experience team. Act as a point of contact for key client accounts, product issues, and complaints as appropriate, resolving them in an efficient and timely manner. Support the analysis of MI data, customer surveys, and all other forms of feedback to help form a comprehensive view of customer onboarding and in-life usage. Responsible for delivering a world-class NPS (Net Promoter Score) on the back of all customer interactions completed by the Customer Experience team. Effectively collaborate with other internal departments (e.g., finance, sales, technical support) to support positive customer experiences. Manage poor performance using the Disciplinary and Performance Improvement Procedure, ensuring this is fully evidenced and documented. What You Will Need to Succeed: Experience: Proven track record as a Customer Support/Care/Experience Team Leader or similar team manager role. Experience in designing, implementing, and optimizing customer journeys or onboarding processes. Ability to translate customer insights into actionable strategies. Superb interpersonal and leadership skills, with a good understanding of management practices and techniques. Experience delivering against a defined set of KPIs. Product and business knowledge to fully support the Customer Experience team in effectively delivering on customer requirements. Ability to communicate effectively with a diverse range of stakeholders, colleagues, and customers. Must be an excellent communicator both verbally and written. Problem-solving skills for resolving complaints and complex queries. Excellent organizational skills for managing multiple projects and tasks simultaneously and prioritizing workload. Aptitude in using software products of varying complexity. Values and Ways of Working: We work together: Committed to building a trusting and open culture. Welcomes feedback with an open mindset. Supports others in testing and learning from mistakes positively. We include everyone: Naturally collaborative and ensures inclusivity to take full advantage of cognitive diversity. Empathetic and supports growth with honesty. We take ownership: Tackles complacency, moves things forward, and doesn’t leave corrections to others. Agile and progressive in approach. We never stand still: Agile and innovative, asking “how can we” rather than “why can’t we.” Focused on incremental improvements and creating greatness. We do it for them: Passionate about creating an environment where everyone is motivated and empowered to do their best work, ensuring ultimate value for teachers, students, and parents. Other details Pay Type Salary Max Hiring Rate £45,000.00