Regional Customer Experience Manager

Summary

Join Ten's global Customer Experience (CX) team as a CX Manager and play a key role in connecting regional teams with global operations. Leverage expert knowledge of customer journey touchpoints to drive service improvements, align priorities, and foster a culture focused on member satisfaction. Collaborate with cross-functional teams across Operations, Member Satisfaction, Finance, Client Services, Product, Tech, and IT to lead and manage the Service Improvement Plan (SIP), champion the member experience, analyze data and customer journeys, collaborate with the Voice of Customer (VoC) team, spot improvement opportunities, contribute to the CX roadmap, and act as the voice of the customer. Effectively communicate insights and outcomes to internal and external stakeholders, and proactively identify and push for changes aligning with customer needs and business goals. This role requires strong leadership, collaboration, analytical, and communication skills, along with a deep understanding of customer satisfaction metrics. The position offers a competitive salary, hybrid working options, paid time off, paid sabbaticals, and other extra rewards.

Requirements

• Strong leadership and collaboration skills across diverse teams and stakeholders, demonstrating initiative and a proactive mindset
• Ability to distill complex data into compelling, action-oriented narratives with a customer-first perspective
• Deep understanding of customer satisfaction and loyalty metrics (CSAT, NPS, CES, CLV), guided by a naturally customer-centric and optimistic outlook
• Technologically adept, with curiosity and enthusiasm for learning and using new digital tools and AI technologies
• Analytical and methodical, able to spot issues early, assess risks, and propose improvements with commercial awareness
• Comfortable navigating complex team structures and accounts in a client-agnostic, fast-paced environment
• Strong delivery focus, with excellent project and product management capabilities, and a rigorous, detail-oriented approach

Responsibilities

• Lead and manage the Service Improvement Plan (SIP) for your region, ensuring it aligns with both local and global goals
• Champion the member experience, setting the tone for your regional team to prioritize customer satisfaction at every level
• Analyze data and customer journeys to uncover insights, spot pain points, and prioritize improvements based on impact and effort
• Collaborate with the Voice of Customer (VoC) team to produce monthly reports and updates that highlight key trends and areas for action
• Spot opportunities for improvement using VoC feedback and your own experience with the service
• Contribute to the customer experience (CX) roadmap, aligning regional needs with global priorities and coordinating with other business initiatives
• Take ideas from concept to delivery, driving meaningful changes that enhance the customer journey
• Act as the voice of the customer in your region, sharing insights and feedback with product, CX, and training teams
• Effectively communicate insights and outcomes to both internal teams and external clients
• Proactively identify and push for changes that align with customer needs and business goals

Preferred Qualifications

• Previous roles in customer-obsessed organizations, reflecting a strong instinct for user-centric design and service
• Hands-on experience with customer satisfaction initiatives and delivering cross-functional change with stakeholders at all levels
• Proven ability to write clear, insightful reports that drive decision-making
• Proficiency in Microsoft Office (especially Excel and PowerPoint), with familiarity in tools like Miro
• Skilled at analyzing customer processes and identifying improvement opportunities, driven by a continuous learning mindset and love for collaborative, cross-functional work

Benefits

• A competitive salary depending on experience
• Hybrid working. You can combine working from home and working from the office. If you don’t live near our office then we are open to fully remote working options too
• Paid time away from work. Our employees enjoy a competitive paid time off package, including a paid day each year to volunteer time for a good cause that is important to them
• Paid Sabbaticals. One (1) month paid Sabbatical after every 5 years of Service, without tapping into annual leave
• Extra Rewards. Lucrative Ten Loyalty Rewards program which includes a bonus and gift to say thank you for being part of Ten
• Remote Working Holidays
• Employee Discounts. Access to lots of great travel and entertainment discounts as our clients’ members would!