Customer Experience Programme Manager

Job Title: Customer Experience Programme Manager
Contract Type: Contract
Location: Reading, Berkshire
Salary: Up to £60500 per annum
Start Date: asap
Reference: 71013-SALMK-KAB_1517501316
Contact Name: Karen Brown
Contact Email:
Job Published: February 01, 2018 16:08

Job Description

My Client a global technological company are looking for an experienced Customer Experience Manager
Team/Department Mission
Our mission is to enable and support our employees in consistently delighting our customers and partners, so they become advocates and fans. We are passionate about evangelising and communicating principles and concepts around "Seamless Customer Experience", "Customer Journey" and " moving from being a Software Provider to becoming a Services Provider" and we are partnering with groups across all the business to drive this cultural and organisational change.

Role Purpose

This role has two core elements. The first (70% of the time) is to help drive the change to a customer and partner centric culture through communicating and evangelising content and concepts to a variety of internal audiences. Making the customer and partner experience accessible and relevant within the business, recognising and rewarding great behaviour and achievements via the customer experience communication channels (including "The Connection") and award programmes and sharing best practices across the organisation, both at the UK and global level is an important part of it. This role will work closely with the other marketing communications teams across the subsidiary to ensure that maximum coverage and positive traction is gained around customer and partner experience through every available channel.
The second part of the role (30% of the time) is to maintain a healthy business operation, co-ordinating activities with both the UK subsidiary (UK Quarterly Business Updates, budget management and operations) and our corporate stakeholders (Customer Experience Quarterly Business Updates). As the team co-ordinator, the role is pivotal to rally, organise and align the team around key business dates and keep a close eye on budget spend and activities.

Key Accountabilities and success criteria

oDemonstrate business awareness and commercial acumen to support the customer experience goals and targets
oManage the rhythm of the business e.g. support quarterly business review process from a Customer and Partner Experience team perspective, regular tracking and reporting of the team's budget via the marketing planning tools and processes, ensuring compliance to financial requirements - PO management and compliancy, etc.
oBuild excellent relationships with internal Microsoft teams as well as marketing agencies and vendors
oCreate communications and initiatives that stand out, increase awareness and drive the appropriate actions/behaviours
oSupport the Customer & Partner Experience team and the Voice of the Customer / Partner teams to evolve the current meeting rhythm working with relevant stakeholders to collate and share actionable insights brought together from our listening tools back into the business to enable our employees to have effective customer interactions i.e. be relevant in every conversation they have with their customers
oLead the evangelisation of the Champions Award programme to ensure integration into the subsidiary which in turn will lead to a strong pipeline of high quality award nominations
oEnsure continuous improvement of customer experience communications through a targeted, integrated, relevant and effective plan
oCo-ordinate the content creation and display in The Connection (physical space where our employees can learn how we fit into our customers' success and the impact we can have by better understanding our customers so we can create Fans). This will include customer centric stories and storytelling, closely collaborating with Central Marketing Organisation for example the Advocacy team.

Knowledge, Skills, Experience
oA passion for customers and partners and creating outstanding customer experiences
oAbility to engage with the prevailing business requirements and construct internal communication propositions to amplify these opportunities
oProven ability to create change within an organisation through creating compelling propositions
oGood decision maker with strong planning and organisation skills with the ability to manage multiple priorities and tasks to time and budget requirements
oStrong influencer with the ability to accommodate other views/ideas to enable desired outcomes
oAbility to build strong relationships quickly and effectively
oCreative thinker who is able to see the bigger picture as well as bring together new and exciting ideas with practical execution
oAbility to write and create high impact internal communications (e.g. website content, PowerPoint presentations, marketing collateral, reports etc)
oExperience of working with marketing agencies, developing briefs and managing the creative process
oBudget management experience would be beneficial

Personal attributes
oAn outgoing, confident and strong communicator
oFlexible and adaptable to change
oGood team player
oAbility to get things off the ground as well as seeing them through to completion
oHighly proactive
oStrong ability to influence others


University degree or equivalent is desired