Company Description
Wavenet is an award-winning communications solution provider, delivering high-quality, high-speed and cost-effective connectivity solutions to organisations across the UK. Outstanding customer experience sits at the heart of everything we do. Our purpose is to build long‑lasting, mutually beneficial partnerships with our clients, underpinned by trust, expertise and delivery excellence. We are proud of our strong, family‑oriented culture which encourages innovation, collaboration and high performance. Part of Wavenet’s Focused Division, you will join a vibrant team supporting our customers within Wavenet Connected, a specialist division that provides services and support to the Commercial Real Estate Sector.
Job Description
Customer Experience Manager – Wavenet Connected
Location: Flexible / Hybrid (London)
Reporting To: Sales Director – Connected
Role Purpose
The Customer Experience Manager will champion and elevate the end‑to‑end experience for Wavenet Connected customers across the flex workspace sector. This role ensures that Workspace Group Landlords, Centre Teams and Tenants receive a consistently premium, seamless and proactive service throughout the entire customer lifecycle. You will act as the central point of coordination for all in‑life customer performance, driving service quality, adoption of Wavenet Connected solutions, retention, and customer satisfaction across your allocated cluster of Workspace Group sites.
Key Responsibilities
Customer Experience Ownership
- Take full responsibility for in‑life customer experience across an allocated flex workspace cluster.
- Act as the primary relationship owner for landlords, centre managers and key operational stakeholders.
- Ensure consistent delivery of premium, digital‑first customer journeys for workspace operators and tenants.
- Conduct regular service reviews, performance deep‑dives and continuous improvement recommendations.
Service Quality & Performance Management
- Monitor site‑level service performance, Wi‑Fi quality, uptime, and customer‑reported issues.
- Coordinate with Delivery, Support and Customer Success teams to resolve escalations swiftly and efficiently.
- Identify experience gaps or recurring themes and drive cross‑functional improvements.
- Ensure each site in the cluster meets its connected experience standards and operational KPIs.
Tenant & Operator Engagement
- Maintain strong day‑to‑day engagement with workspace operators, onsite teams and tenants.
- Support onboarding activities ensuring tenants are smoothly and fully enabled on Wavenet Connected services.
- Promote the adoption and utilisation of digital services, Wi‑Fi, network tools and managed service features.
- Deliver customer‑focused training, guidance, floor‑walks or proactive check‑ins as needed.
Data, Insights & Continuous Improvement
- Analyse occupancy trends, service usage, support tickets and technical diagnostics to identify improvement areas.
- Work closely with product, engineering and service teams to enhance the Wavenet Connected experience.
- Provide regular reporting on satisfaction, service performance and operational insights.
- Input into product development based on real‑world tenant and operator feedback.
Cross‑Functional Collaboration
- Partner with Sales, Delivery, Support, Customer Success and Engineering to ensure a seamless lifecycle experience.
- Support presales and sales teams with customer context, site behaviours and operational insights where required.
- Ensure new deployments transition smoothly from delivery into in‑life management.
Essential
Skills & Experience
- Proven experience in customer experience, service management, customer success or operational account management.
- Strong understanding of telecoms, connectivity, MSP or technology environments.
- Ability to manage multiple sites, stakeholders and priorities in a fast‑paced environment.
- Excellent communication, relationship‑building and stakeholder management skills.
- Experience analysing customer or service performance data to drive measurable improvements.
Desirable
- Experience within the flex workspace, commercial real estate or serviced office sectors.
- Knowledge of managed Wi‑Fi, network services, SD‑WAN or digital infrastructure.
- Familiarity with occupancy‑driven models and multisite operational environments.
Personal Attributes
- Customer‑obsessed with a proactive and solutions‑driven mindset.
- Highly organised, structured and capable of managing multiple concurrent priorities.
- Strong sense of ownership and accountability for customer satisfaction.
- Empathetic, commercially aware and collaborative across teams.
- Comfortable working at pace in a dynamic, evolving sector.
Qualifications
Essential
- Proven experience in customer experience, service management, customer success or operational account management.
- Strong understanding of telecoms, connectivity, MSP or technology environments.
- Ability to manage multiple sites, stakeholders and priorities in a fast‑paced environment.
- Excellent communication, relationship‑building and stakeholder management skills.
- Experience analysing customer or service performance data to drive measurable improvements.
Additional Information
Desirable
- Experience within the flex workspace, commercial real estate or serviced office sectors.
- Knowledge of managed Wi‑Fi, network services, SD‑WAN or digital infrastructure.
- Familiarity with occupancy‑driven models and multisite operational environments.
Personal Attributes
- Customer‑obsessed with a proactive and solutions‑driven mindset.
- Highly organised, structured and capable of managing multiple concurrent priorities.
- Strong sense of ownership and accountability for customer satisfaction.
- Empathetic, commercially aware and collaborative across teams.
- Comfortable working at pace in a dynamic, evolving sector.
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