Customer Experience Manager
BIRKENHEAD – Hybrid
Purpose
The Customer Experience Manager (CEM) for Causeway’s Construction Workforce Management portfolio is responsible for driving customer success and satisfaction across our Time and Attendance solutions, including CausewayOne Attendance and Donseed. This role ensures that customers achieve measurable operational outcomes — improved workforce visibility, compliance, and productivity — through effective onboarding, adoption, and outcome realisation. Acting as a trusted advisor, the CEM aligns Causeway’s workforce management solutions with customer business objectives to deliver efficiency, insight, and ROI.
Key Responsibilities
- Own and manage the customer journey for the workforce management portfolio, ensuring customers quickly achieve value from CausewayOne Attendance and Donseed solutions.
- Drive measurable business outcomes by embedding Causeway tools into site operations, workforce processes, and project management workflows.
- Lead customer onboarding, enablement, and training initiatives to ensure successful rollout and adoption across multiple sites and projects.
- Collaborate with customers to define success criteria and KPIs specific to workforce management, including site attendance accuracy, productivity, and compliance.
- Monitor solution performance through analytics and reporting, providing regular insights to demonstrate ROI and operational improvements.
- Support customers in achieving tangible efficiencies such as reduced time theft, better subcontractor management, and improved site visibility.
- Build strategic, trust-based relationships with key stakeholders — including construction directors, site managers, commercial leads, and HR teams.
- Serve as the primary point of contact for workforce management customers, ensuring satisfaction, retention, and long-term partnership growth.
- Achieve and exceed CSAT and NPS targets through proactive engagement and consistent value delivery.
- Support a diverse range of customers across construction, infrastructure, and specialist contracting sectors.
- Apply deep domain knowledge of on-site workforce management to tailor engagement strategies that align with each client’s operational needs.
- Use industry best practices to guide customers in optimising use of CausewayOne Attendance and Donseed to manage labour compliance, reporting, and digital site processes.
- Identify potential risks to customer success — such as low adoption or data inconsistencies — and coordinate with Sales, Support, Product, and Implementation teams to resolve challenges swiftly.
- Act as the customer advocate internally, ensuring product enhancements and service improvements reflect real-world site challenges.
- Promote customer success stories and participation in reference programmes, user groups, and industry events.
- Capture structured customer feedback to inform continuous improvement across the Workforce Management product suite and influence roadmap priorities.
Skills, Experience, and Qualifications
Essential Skills
- Proven experience in customer success, experience management, or implementation within SaaS, PropTech, or ConstructionTech sectors.
- Strong understanding of workforce management, time and attendance, or site access control systems within the construction industry.
- Exceptional communication and facilitation skills, with experience leading customer workshops, training sessions, and business reviews.
- Analytical mindset, able to interpret workforce data and translate it into actionable business insights.
- Commercial acumen with experience managing enterprise-level or multi-site client relationships.
- Familiarity with customer success and CRM platforms (e.g. Gainsight, Totango, Salesforce).
- Understanding of CSAT, NPS, and Time-to-Value methodologies.
Success Metrics
- Time to Value: Reduced time from deployment to measurable workforce visibility improvements.
- Customer Outcomes: Achievement of agreed KPIs such as increased attendance compliance or reduced unauthorised absence.
- Adoption: Increased usage of workforce management tools across multiple sites and business units.
- Customer Satisfaction: Achievement of target CSAT and NPS scores.
- Retention & Growth: High renewal rates and expansion across Causeway’s broader product ecosystem.
Customer Experience Approach
Our workforce management customers depend on Causeway to digitise and streamline on-site operations. We deliver a proactive, informed, and partnership-driven experience that builds confidence and empowers teams to run safer, more efficient, and compliant construction sites. The Customer Experience Manager plays a vital role in helping customers view Causeway as an indispensable partner in achieving operational excellence across their workforce.
Benefits
Benefits for all employees include:
- 25 days annual leave + public holidays, increasing with length of service.
- 4% matched pension.
- Income protection and life assurance.
- Access to award‑winning benefits platform.
- Dedicated EAP available 24/7.
- £100 allowance towards a fitness club.
- Dell discounts.
- Private Medical Insurance.
- Paid study leave + volunteering days.
- Car Scheme.
Causeway is a carbon neutral company and we offset our calculated carbon footprint. We set environmental objectives to reduce our footprint year‑on‑year.
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