Customer Experience Manager

Customer Experience Manager Salary: £40,000Based in Hammersmith, LondonHybrid role: 3 days in office, 2 from homeA global consultancy business is seeking a Customer Experience Manager to manage and grow key client relationships across Europe for their coaching platform. You’ll own the client journey from onboarding through to retention and growth, working closely with Business Development, Coaching and Operations teams to deliver an outstanding customer experience.Key ResponsibilitiesManage and grow existing client relationships, driving retention, engagement and revenue growth.Develop growth plans for priority accounts and identify expansion opportunities.Oversee client onboarding and successful delivery of coaching programmes.Monitor client engagement, utilisation, NPS and other key KPIs.Use client data and insights to demonstrate impact and support client conversations.Coordinate platform setup, data management and coaching journey implementation.Manage coach onboarding and programme delivery.Identify process improvements and opportunities to use AI and automation.Work closely with Business Development on post-sale handovers.Collaborate with global Customer Experience and Coaching teams.Skills & ExperienceExperience in Customer Success, Customer Experience, Account Management or Account Operations, ideally within professional services within SaaS.Strong client relationship management skills, with experience driving retention and growth.Experience working with digital platforms, data and KPIs.Commercial awareness and experience managing account growth or revenue targets.Strong analytical, organisational and communication skills.Experience with process improvement, AI or automation is desirable.Experience within coaching, leadership development, HR technology or professional services would be advantageous.Benefits: 25 days holiday + Bank Holidays + Christmas closurePrivate Medical InsuranceGym Allowance and Cycle to Work SchemeEmployee Assistance ProgrammePension contribution – 5%Life Insurance – 4 x salaryAnnual overseas conference