Customer Experience Manager

We're looking for a Customer Experience Manager to join us in Leeds.

Please note:

this is an individual contributor position focused on high-level account management and service excellence; there is no line management of staff involved in this role.

This role will be responsible for Ligentia’s commercial success across assigned customer accounts by increasing EBITDA growth through customer retention, increased share of wallet and cross selling of Ligentia products.

This involves implementing customer and marketing growth strategies, analysing customer data, ensuring customer success efforts align with business goals, and collaborating with various teams to meet customer needs and exceed expectations. The ideal candidate will be a customer success champion with a commercial mindset, and the ability to build and maintain strong relationships with customers and colleagues.

• Account Management: Oversee a portfolio of customer accounts, monitoring health, driving retention and growth.
• Business Development: Develop new business within existing accounts, identifying improvement areas.
• Customer Relationship Management: Serve as the communication link between customers and internal teams.
• Problem Solving: Proactively identify and resolve customer challenges, ensuring seamless service delivery.
• Strategic Planning: Contribute to customer growth strategies and analysis.
• Operational Excellence: Ensure timely delivery of solutions, meet KPIs, and maintain customer health.

• Proven work experience as a Customer Experience Manager or in a similar account management role.
• Demonstrated ability to communicate, present, and influence key stakeholders.
• Experience in delivering customer-focused solutions based on customer needs.
• Proven ability to manage multiple customers and projects efficiently.
• Financial acumen and budget management expertise.
• Strong problem-solving and analytical skills.
• Proven ability to improve operational efficiency.
• Keen understanding of market trends and customer expectations.
• Strong risk management and contingency planning skills.
• Ability to adapt to a fast-paced, dynamic environment.
• Proficiency in supply chain management and logistics.

Accelerated growth in one of the most dynamic industries you can imagine. Brilliant customers including some of the world’s leading retailers and best-known brands. A tech vision and roadmap that will turn heads for all the right reasons. And colleagues with high commitment and unrivalled knowledge, combined with low ego. A flexible work environment that is collaborative, stimulating and shares genuine feelgood for the work we do together.

However you look at it, Ligentia is a great place to be right now.

Ligentia requests that recruitment agencies do not speculatively submit CVs to us unless expressly requested to do so by a member of our People team. Any CVs sent to us on an unrequested speculative basis will be ignored.

Ligentia will not be liable for any fee or commission payments claimed by a recruitment agent in respect to the employment by us of a candidate whose CV was sent to us on an unrequested speculative basis.