Customer Experience Operations Manager

Babble is a Customer Experience-led growth business. Microsoft Modern Work Cybersecurity Contact Centre Technology Mobile Solutions Communications & Connectivity With nearly 15,000 customers, we're just scratching the surface of our potential. About Us | Leading UK Cloud Solutions Provider | Babble Join Our Dynamic Team as a Customer Experience Manager (CXM)! ???? Reports to: Senior Customer Experience Manager The Customer Experience Manager (CXM) is responsible for end‑to‑end customer experience within their dedicated accounts. You will oversee and continuously improve the customer journey, ensuring a positive and seamless experience at every touchpoint—from initial engagement through to post‑purchase support. This role covers all customer interactions , not just customer service touchpoints, and plays a key role in driving satisfaction, retention, and long‑term loyalty. Strategic Responsibilities Champion opportunities to continuously improve the Babble brand experience. Gather real‑time customer feedback and ensure insights are incorporated into account management activity to enhance the customer experience. Utilise CRM tools to monitor customer experience and engagement. Proactively manage accounts and ensure reactive support aligns with customer expectations. Build strong relationships at multiple organisational levels within customer accounts. Act as an internal advocate and voice of the customer to improve both the customer experience and Babble’s service offerings. Ensure accuracy and integrity of customer contact data, including names, phone numbers, and email addresses, with at least annual reviews per account. Conduct regular service and case review meetings at a frequency agreed with the customer. Identify upsell and cross‑sell opportunities, working closely with Account Managers. Oversee all implementation orders, ensuring delivery aligns with customer expectations and tracking all projects in flight. Work closely with Customer Experience Executives to ensure all customer responses are coherent, well‑structured, and delivered within SLA. Maintain trusted and productive customer relationships. Ensure all customer contact details are accurately maintained in CRM systems. Onboard new service pillars, ensuring billing accuracy and Customer Success involvement. Conduct daily case reviews with Customer Experience Executives. Act as the primary escalation point for customers and Customer Experience Executives. Manage case queues across all customer accounts. Commercial and Financial Responsibilities Support Account Managers and product sales teams with opportunities and order delivery, ensuring post‑purchase service meets Babble standards. Own and manage cancellation cases end‑to‑end, working closely with Contracts Administration, Billing, and Cancellations teams, ensuring all communication is clear, concise, and consistent. Work with Customer Success teams to define and deliver initiatives that increase product adoption and customer retention. Collaborate with wider teams to ensure a consistent, high‑quality customer experience across the business. Establish and maintain regular service review cycles covering performance, product lifecycle, and end‑of‑life planning. Key Measures of Success Net value retention SLA achievement Customer satisfaction (CSAT) Revenue growth EBSTA score Strong written, verbal, and numerical communication skills. Commercially minded, with proven experience in customer or relationship management roles. Demonstrated experience managing and maintaining long‑term customer relationships. Competitive salary Company pension 22 days’ annual leave plus UK public holidays during probation Increasing to 25 days upon successful completion of probation Plus one additional day per completed year of service, up to a maximum of 27 days per annum Life assurance (4x annual salary) Optional health insurance (Bupa) Optional health cash plan (Health Shield) Bike to Work scheme Season Ticket commuter loan Hybrid working policy Hybrid-Working Policy You will be contracted to work from the office; however, Babble operates a non-contractual Hybrid Working Policy whereby you will be required to be in the office 3 days a week minimum with 2 days from home. You will also be required to travel to the various Babble offices with occasional overnight stay needed. If you proceed past this then you will have an interview and possibly a follow up interview and competency testing depending on the role requirements. Keywords: Retention Manager, Location: Burton On Trent, ENG - DE14 2BZ