Customer Experience Manager

Full-time, £70,000 OTE

Manchester, UK

Client Care

Builtin have named us one of the best places to work in Chicago.

Our staff are committed to continuously improving. They’re not afraid of hard work. And they have passion coursing through their veins.

If this sounds like you, keep reading.

lady drinking coffee at table in meeting

Role: Customer Experience Manager

Location: Old Trafford, Manchester

Hours: Monday – Friday (8.45am – 5.15pm)

Package: Up to £60,000 base (£70,000 OTE)

 

PHMG is seeking a dynamic and results-driven Customer Experience Manager to lead and elevate our client-facing projects. This role is pivotal in shaping the client journey and ensuring that every touchpoint aligns with our mission of delivering exceptional customer experiences. The ideal candidate will have a strong background in customer journey improvement or continuous improvement, with a proven track record of driving positive change across customer service functions.

 

Strategic objectives and responsibilities:

  • Strategize & Manage Client-Facing Projects:
    • Develop and implement strategies for all client-facing projects, ensuring alignment with overall business goals and objectives.
    • Oversee project execution, ensuring timely delivery, within scope, and within budget.
  • Data-Driven Decision Making:
    • Utilize insights from the Client Insights team and Lead Data Analyst to make informed decisions that enhance the client journey.
    • Continuously analyse data to identify trends, opportunities, and areas for improvement.
  • Client Requirements & Actionable Changes:
    • Deeply understand client needs and translate them into actionable changes across all customer service functions.
    • Work closely with teams to ensure these changes are effectively implemented and meet client expectations.
  • Cross-Functional Collaboration:
    • Partner with Marketing, Tech, and Creative teams to develop and execute initiatives that enhance the client experience.
    • Ensure a consistent and cohesive client experience across all channels and touchpoints.
  • Client Insights Management:
    • Lead the day-to-day management of the Client Insights function, ensuring accurate and timely reporting.
    • Use insights to inform strategic decisions and continuously improve the client journey.
  • Product Implementation:
    • Oversee the seamless and effective integration of new products into the client portfolio.
    • Ensure new products meet client expectations and contribute positively to the overall client experience.

 

Key Performance Indicators:

  • Churn Rate:
    • Deliver improvements to the budgeted churn forecast, reducing client turnover and enhancing client retention.
  • Customer Satisfaction (CSAT) & Net Promoter Score (NPS):
    • Continuously monitor and improve key customer satisfaction metrics.
    • Drive initiatives that increase CSAT and NPS, ensuring high levels of client satisfaction and loyalty.
  • Additional Revenue:
    • Exceed additional revenue targets for Customer Service through upselling, cross-selling, and other revenue-generating initiatives.

 

About PHMG:

At PHMG, our drive to innovate fuels everything we do – our culture, our work, and our mission.
This commitment to doing things differently inspired our journey, starting back in 1998 in the UK. We saw the need for a fresh approach to audio branding, one that harmonizes creativity, technology, and results. Today we serve over 37,000 clients across 50+ countries, helping businesses to elevate their brand and customer experience by embracing the power of sound. Our prestigious client list includes global giants like Coca-Cola, Samsung, Adidas, and Audi. But it’s not just about the big names; we also pride ourselves on supporting SMEs across virtually every sector, providing each with world-class audio branding solutions. For those with the talent, drive, and ambition, PHMG offers a vibrant workplace with over 800 colleagues across six global offices. Here, you’ll collaborate with some of the brightest minds in the industry, all united by a passion for innovation and excellence. Joining PHMG means becoming part of a company that values creativity, embraces diversity, and fosters professional growth. Sound good?

 

#LI-DH1

 

Apply for this role

Accepted formats: pdf, doc, docx, txt, rtf
Accepted formats: pdf, doc, docx, txt, rtf

Can you confirm that you live within a commutable distance of our office in Old Trafford*