Customer Experience Manager

Federations & Major Events
London , United Kingdom
Full Time
£25,000 - £34,999
14 / 06

We are looking for an experienced Customer Experience Manager who has a passion for participation sport, charity and the active world. If this is you, join us!

Full description

The Opportunity:

This is a fantastic opportunity for someone dedicated to improving the customer experience and ensuring every interaction has a positive impact. We're looking for someone who is passionate about championing the customer's voice and ensuring their needs are always at the forefront of all discussions. If you're committed to creating exceptional customer experiences at every touchpoint, we want to hear from you!

Primary Responsibilities:

The Customer Experience Manager (CXM) will primarily be responsible for, but not limited to, the following tasks:

  • Act as the customer lead for campaigns across multiple events. You will manage the end-to-end customer journey by utilising project management skills and collaborating with other departments, offering suggestions and solutions whilst ensuring tasks are delivered on schedule and echoing the voice of the customer
  • Collaborate with the CCM (Customer Care Manager) to establish an outbound service & engagement communication schedule, this includes but is not limited to, race day guides
  • Responsible for gathering and analysing customer feedback reports to identify their needs and preferences, in order to enhance the customer experience at every touchpoint
  • Management of participant and spectator support at in real-life (IRL) information points during live events
  • Be the voice of the customer (VOC), bring insight and analysis to support customer-centric decision-making across the business
  • Understand the appropriate tone of voice for different audiences and adjust your approach to suit each campaign
  • Develop and implement effective tools and strategies that will enhance customer relationships and improve customer loyalty across our digital platforms as well as in real-life.
  • lead change initiatives aimed at optimising our customers' journeys across the business, ensuring that they are fit for purpose and driving tangible improvements to the way we work
  • Continuously evaluate and challenge processes and procedures to ensure they are suitable for their intended purpose and deliver the highest level of experience at every touchpoint
  • Collaborate with the Product Team to provide ongoing support for registration platforms, including troubleshooting and issue resolution, as well as participating in pre-launch system testing and providing feedback
  • Manage the improvement of our customers' digital and in-real-life journeys to ensure that we consistently deliver a world-class customer experience
  • Supporting customer elements of fulfilment delivery
  • Monitor and report on resource utilisation weekly to ensure that customer care & experience requirements across all campaigns are sufficiently met
  • Conduct monthly one-on-one meetings and 360 performance reviews for your direct reports
  • Establish and track measurable performance objectives for team members as required
  • Identify talent and training requirements to develop a high-performing team
  • Keep up-to-date with the latest trends and best practices in customer experience
  • Use Procim for daily financial tasks, including purchase order management, budget monitoring, and analysis
  • Responsible for overseeing project profitability and managing supplier relationships and contacts within your designated areas of responsibility
  • Collaborate closely with the Data Analyst Team to streamline workflow processes and optimise data delivery

What you'll need:

If you are a proactive and enthusiastic individual with a desire and passion for delivering exceptional customer experience, then this may be the ideal job opportunity for you.

Our ideal candidate will possess the following qualities:

  • Experience mapping customer journeys & touchpoints
  • A natural leader with the ability to influence others 
  • Customer-centric and commercially astute
  • Outstanding written and verbal communication skills 
  • Exceptional customer service skills/a positive attitude to customer care
  • Demonstrates a flexible approach to work with a solution-focused mindset
  • Excellent analytical skills with an aptitude for data & technology  
  • Skilled complaint & resolution handler
  • Experience in effectively managing a range of tasks and priorities, simultaneously
  • Previous line management experience
  • Experience in Project Management
  • Thrive in customer-facing roles  
  • Valid right to work in the UK

The Package:

Hours: 37.5 hours per week Monday to Friday. Weekends will be required in order to deliver events

Contract: Permanent

Location: Hybrid working between home and office location London, SE1

Salary Bracket: £29,000-£36,000

Holiday: 25 Days annual leave + bank holidays + time off in lieu for every weekend day worked


  • Private health care with Vitality
  • 3% employer pension contribution
  • Cycle to work scheme
  • Flexible exercise time
  • Two free spaces a year to any LimeLight Sports Club Original Events.
  • Flexi-Friday lunch time finish
  • Access to a learning & development fund
  • Monthly socials and activities

We are proud to be an equal opportunities employer!

If you've got the right skills for the job, no matter your age, disability, gender identity, sexual orientation, religion, belief or race, we want to hear from you!

If you need any reasonable adjustments, please do not hesitate to contact our People & Culture Manager, Theka Walcott-Jones, on


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