Babble
Cloud-based technologies
CustomerExperienceManager(CXM)
“Customer Experience Manager (CXM) at Babble. Skills: End-to-end customer experience management, Customer journey improvement, Customer satisfaction, Customer retention, Customer loyalty. Oversee and continuously improve the customer journey, ensuring a positive and seamless experience at every touchpoint—from initial engagement through to post-purchase support.. Champion opportunities to continuously improve the Babble brand experience.”
What You'll Achieve.
Drive customer retention, reduce churn, and increase customer satisfaction.; Ensure CSAT scores across the customer base remain above 4.; Net value retention; SLA achievement; Customer satisfaction (CSAT); Revenue growth; EBSTA score
Industry & Context.
Proven ability to manage difficult conversations with positive outcomes.; Investigate, own, and resolve customer credit requests in a timely and professional manner.; Own and manage cancellation cases end‑to‑end, working closely with Contracts Administration, Billing, and Cancellations teams, ensuring all communication is clear, concise, and consistent.
Travel to various Babble offices with occasional overnight stay needed.
What They're Looking For.
Must Have
written, verbal, and numerical communication skills, Commercially minded, with proven experience in customer or relationship management roles, Proven ability to manage difficult conversations with positive outcomes, Demonstrated experience managing and maintaining long-term customer relationships, Highly organised with attention to detail
Nice to Have
Knowledge of Babble processes and upsell revenue lead indicators (or ability to learn quickly)
What You'll Do.
Oversee and continuously improve the customer journey
ensuring a positive and seamless experience at every touchpoint—from initial engagement through to post-purchase support.
Champion opportunities to continuously improve the Babble brand experience.
Drive customer retention
and increase customer satisfaction.
Develop a deep understanding of each customer persona and their specific needs.
Gather real-time customer feedback and ensure insights are incorporated into account management activity to enhance the customer experience.
Ensure CSAT scores across the customer base remain above 4
actively managing both positive and negative responses.
Manage Trustpilot and Google reviews accordingly.
Establish and maintain clear communication channels between customers and Babble to ensure a smooth and transparent experience.
Utilise CRM tools to monitor customer experience and engagement.
Proactively manage accounts and ensure reactive support aligns with customer expectations.
Build relationships at multiple organisational levels within customer accounts.
Act as an internal advocate and voice of the customer to improve both the customer experience and Babble’s service offerings.
Maintain a understanding of each customer’s contractual position.
Ensure accuracy and integrity of customer contact data
with at least annual reviews per account.
Conduct regular service and case review meetings at a frequency agreed with the customer.
Identify upsell and cross-sell opportunities
working closely with Account Managers.
Target first-touch resolution for all customer queries.
Oversee all implementation orders
ensuring delivery aligns with customer expectations and tracking all projects in flight.
Work closely with Customer Experience Executives to ensure all customer responses are coherent
and delivered within SLA.
Maintain trusted and productive customer relationships.
Take ownership of all customer cases and responses
engaging specialist teams for input where required.
Ensure all customer contact details are accurately maintained in CRM systems.
Onboard new service pillars
ensuring billing accuracy and Customer Success involvement.
Conduct daily case reviews with Customer Experience Executives.
Create and manage small customer orders.
Act as the primary escalation point for customers and Customer Experience Executives.
Manage case queues across all customer accounts.
Support Account Managers and product sales teams with opportunities and order delivery
ensuring post-purchase service meets Babble standards.
and resolve customer credit requests in a timely and professional manner.
Maintain awareness of customer contractual positions and report on them when required.
Own and manage cancellation cases end‑to‑end
working closely with Contracts Administration
and Cancellations teams
ensuring all communication is clear
Work with Customer Success teams to define and deliver initiatives that increase product adoption and customer retention.
Collaborate with wider teams to ensure a consistent
high-quality customer experience across the business.
Ensure all SLAs are met
escalating issues appropriately where required.
Establish and maintain regular service review cycles covering performance
and end-of-life planning.
How You'll Work.
Team & Collaboration
Build relationships at multiple organisational levels within customer accounts.; Act as an internal advocate and voice of the customer to improve both the customer experience and Babble’s service offerings.; Work closely with Customer Experience Executives to ensure all customer responses are coherent, well-structured, and delivered within SLA.; Take ownership of all customer cases and responses, engaging specialist teams for input where required.; Support Account Managers and product sales teams with opportunities and order delivery, ensuring post-purchase service meets Babble standards.; Work with Customer Success teams to define and deliver initiatives that increase product adoption and customer retention.; Collaborate with wider teams to ensure a consistent, high-quality customer experience across the business.
Communication Scope
written, verbal, and numerical communication skills; Establish and maintain clear communication channels between customers and Babble to ensure a smooth and transparent experience.; Ensure all communication is clear, concise, and consistent.
Process & Methodology
Oversee all implementation orders, ensuring delivery aligns with customer expectations and tracking all projects in flight.
Applying for this Customer Experience Manager (CXM) role?
Most applicants get filtered before a human reads their resume. See if yours makes the cut.
How to Apply on SmartRecruiters
- SmartRecruiters often includes a video screening step — check camera and mic permissions.
- Link your GitHub or portfolio directly in the profile section for technical roles.
- Applications may be reviewed by AI scoring before reaching a recruiter — use keywords from the job description.
ANONYMOUS · UNFILTERED
What do employees actually say about Babble?
Real rants from real employees. Read before you apply.