Customer Experience Manager

Wavenet is a managed services provider offering cybersecurity, communications, and connectivity that grows with our customers’ businesses – no matter what the future holds.

Since 2000, we’ve been keeping businesses connected.

At Wavenet, we don’t just provide solutions for today but for tomorrow, too. We’re always thinking ahead of the technology curve, so our customers feel confident that when they work with us, we’re striving to make their business future-proof.

Customer success is our success. We go the extra mile in providing superior service quality and unparalleled customer experience, becoming an extension of your business, and always delivering on our promise to make their business brilliant.

Job Description

As Customer Experience Manager, you’ll be the voice of the customer across Wavenet — identifying and solving pain points, driving retention and growth, and ensuring every touchpoint exceeds expectations. You’ll work cross-functionally with Sales, Marketing, Credit, Billing and more to make the entire customer journey seamless and successful.

Key Responsibilities

• Conduct detailed account reviews to identify growth, upsell or service improvement opportunities
• Introduce relevant sales leads to customers needing upgrades or support
• Be the customer's voice within the organisation — advocating for their needs and expectations
• Track and report on KPIs to measure the success of customer experience initiatives
• Lead retention and growth efforts through account review and proactive engagement
• Champion Wavenet products and services through professional, well-prepared presentations
• Maintain clean and organised account records, keeping cluster sales leads fully informed
• Build and nurture strong partner relationships via regular site visits and centre management meetings
• Approach every interaction with professionalism, precision, and a focus on customer satisfaction

Qualifications

What You’ll Bring:

• Outstanding communication, organisation, and administration skills
• A strong commitment to delivering exceptional customer service
• Ability to juggle multiple priorities and meet tight deadlines with ease
• Professional phone manner and polished interpersonal skills
• Self-motivated with the ability to work both independently and collaboratively
• Quick learner with a sharp eye for detail and accuracy
• At least 2 years’ experience in customer experience, account management, or project management roles

Additional Information

At Wavenet, we offer more than just a job – we provide an exceptional environment and a wide range of benefits to support your success from day one. With us, you’ll enjoy a generous starting annual leave allowance, private medical coverage, discounted health plans, an eye care scheme, and comprehensive health and wellbeing programs, all backed by a dedicated in-house Wellbeing Team.

We believe in a strong work-life balance, rewarding your commitment with an additional day of annual leave each year, reaching up to 28 days. Here’s a closer look at what we offer:

• Hybrid Working: A flexible hybrid model, typically 3–4 days per week in one of our offices, with the option to work from home where appropriate.
• Annual Leave: Begin your journey with 25 days of leave, increasing by one day per year up to 28 days – our way of saying thank you for your dedication.
• Health & Wellbeing: Your wellbeing is a priority. Enjoy private medical coverage, discounted health plans, virtual GP access, an eye care scheme, and a comprehensive employee assistance programme, all supported by our internal Wellbeing Team.

Ready to join the UK’s largest managed service provider?

Apply today or contact our friendly Talent Acquisition Team for more information.