Customer Experience Operations Manager (London)
Employer: Aptem
Location: Remote, UK. The role is remote-based (UK), with regular travel to our London office. Some additional travel required for workshops, strategic initiatives, team away days, and other initiatives as necessary. Co-located work is estimated to average approximately 1-2 days per month.
Working hours: Full time
Salary: £47,000 - £55,000 / year
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As a Customer Experience (CX) Operations Manager, you’ll play a key role in ensuring the smooth and effective operation of Aptem’s post-sales teams. Reporting to the VP Customer Experience, you’ll work closely with department heads across Implementation, Customer Success, and Support, as well as cross-functionally in the business, to drive continual improvement in the performance of the customer-facing teams at Aptem.
The CX Operations Manager plays a vital role in the success of Aptem’s customers and the efficiency of the teams that ensure their success.
The role is remote-based (UK), with regular travel to our London office. Some additional travel required for workshops, strategic initiatives, team away days, and other initiatives as necessary. Co-located work is estimated to average approximately 1-2 days per month.
Applications will be assessed by our team, with successful candidates at the initial assessment stage invited to interview in mid-September.Main responsibilities
Drive Product Adoption
Analyse the causes of poor product adoption, and work cross-functionally to drive initiatives to improve adoption amongst Aptem’s customers
Management of CX Technology and Toolset
Administer and configure the tools used across CX functions to support the teams’ performance
Identify and drive opportunities for automation within the teams’ operational workflows
Understand and assess the capabilities of our tools, and identify opportunities to maximise their usage
Create and refine AI prompts to streamline CX team workflows
Remain informed about advancement in the technology landscape for Customer Success, Implementation, and Support to explore alternative solutions that can improve performance and/or reduce cost for the business
Train staff on the use of the CX technology stack
Project Management
Act as project manager for key strategic initiatives, ensuring their successful delivery
Forecasting
Improving the quality and accuracy of our forecasting, including customer churn, renewal, upsell, and growth
Analysis and Reporting
Develop and maintain CX team metrics, dashboards, and reports to track key performance indicators and results
Monitor customer engagement, feedback, and product engagement data to guide improvements, making informed decisions that enhance CX teams’ operations
Process Improvement
Continuously evaluate and recommend improvements to processes to ensure they align with business and department objectives, supporting high performance of the customer-facing teams
Work closely with department heads to design, document, implement and manage scalable processes and workflows to improve teams’ efficiency and effectiveness
Documentation
Act as controller for the CX teams’ Sharepoint and Confluence spaces, ensuring that content remains accurate and discoverable
Desired skills, experience and knowledge
Proven background within a related role, ideally within the SaaS or EdTech sectors, with a strong focus on leveraging data, improving processes and CRM management
A naturally curious mind that doesn't take things at face value, with an ability to push back or dig deeper as appropriate; an internal motivation to identify opportunities to improve things combined with a sense of ownership and drive to see those things through
Analytical abilities: Excellent analytical skills, with a focus on data-driven decision making. Able to identify patterns in data and translate these into actionable insights
Strong negotiation and influencing skills, with the ability to interact and manage stakeholders at all levels
CRM System Knowledge: Strong technical knowledge of CRM systems, with demonstrable experience in their administration and/or configuration. Experience with Planhat and/or Zendesk is preferable.
Demonstrated ability to design, test, and optimise AI prompts to drive efficiency and accuracy in customer-facing and internal processes.
Change Management: Ability to successfully roll out changes in tools and processes, ideally in a remote working environment
Project Management: An experienced project manager, preferably holding project management certification
Customer-centric mindset
Excellent written and verbal communication skills; an ability to clearly articulate complex ideas
Excellent problem solving skills
Highly organised; able to manage own workload and time, prioritise effectively, and work independently
Benefits
27 days holiday allowance plus bank holidays, with an additional day off on your birthday!
Option to take up to 2 days of paid volunteering leave every year.
Summer Fridays - half a day off at the end of the working week between June and August.
Option to purchase up to 5 days of additional leave.
Company pension scheme.
Life insurance.
Private health insurance with Aviva.
Electric vehicle scheme.
Discounted gym membership.
Retail and other discounts.
Employee Assistance Programme.
Learning and development budget.
Regular paid social events throughout the year.
About Aptem
Aptem are pioneers in developing technology solutions for the vocational training, further education and welfare to work sectors.
Aptem's mission is to create innovations that unleash new levels of efficiency, productivity and personal growth – something that we have been achieving since 2009.
Our commitment to quality has been recognised time and again by our customers, award wins, ISO 9001 and ISO 27001 accreditations, and Cyber Essentials Plus certification.
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