Customer Experience Manager

About the role

CipherWave is looking for a Customer Experience Manager to strengthen the relationship between the company and its customers, improve the overall customer experience and drive customer retention. This is a highly customer-facing role focused on regularly meeting and engaging with key customers, and reporting directly to the Group CEO.

The CEM develops a deep understanding of each customer's business, the CipherWave services used and how they create value, so that customers build a relationship with CipherWave as a company rather than relying on a single sales representative. The role acts as a brand champion, customer advocate and central point of contact, helping customers connect with Customer Support, Accounts, Sales, Service Delivery, Marketing and other teams.

This is not a sales role: there is no sales or new business target. The main commercial measure is customer retention, supported by customer engagement, satisfaction, health, successful management of at-risk customers and reduced avoidable churn.

Key responsibilities

• Regularly meet and engage with CipherWave's key customers
• Build strong relationships with multiple customer stakeholders
• Understand each customer's business, priorities and expectations
• Reinforce the value CipherWave's services bring to the customer's business
• Monitor customer satisfaction and relationship health, and identify concerns and churn risks early
• Act as a central escalation point and coordinate internal teams where needed
• Take responsibility for retaining allocated customers and their existing services
• Provide meaningful customer feedback to improve products, processes and the customer experience
• Work across CipherWave to continuously improve the delivery of Customer Excellence

Applications are accepted until the position is filled; candidates not heard back within two weeks should consider their application unsuccessful.