Customer Experience Manager (CXM)
Hybrid ¡ Burton upon Trent, England, United Kingdom
Job Summary
Lead end-to-end customer experience within dedicated accounts, driving retention and satisfaction by overseeing the customer journey from engagement through post-purchase support. Manage and improve client relationships, act as internal voice of the customer to influence service offerings, maintain accurate contact data and SLAs, onboard new service pillars, coordinate with Account Managers and Sales on upsell opportunities, and ensure consistent, high-quality communication across accounts.
Required Qualifications
- Minimum of 5 yearsâ experience in a relationship-focused role
- Strong written, verbal, and numerical communication skills
- Proven ability to manage difficult conversations with positive outcomes
- Knowledge of Babble processes and upsell revenue lead indicators (or ability to learn quickly)
- Highly organised with strong attention to detail
- Experience maintaining long-term customer relationships
- Understanding of CRM tools and data integrity in customer records
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