Customer Experience Manager

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.

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

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?

Full-time, £70,000 OTE