Customer Experience Manager - Connected

Customer Experience Manager – Wavenet Connected

Location: Flexible / Hybrid (London)

Reporting To: Sales Director – Connected

Role Purpose

The Customer Experience Manager will champion and elevate the end-to-end experience for Wavenet Connected customers across the flex workspace sector. This role ensures that Workspace Group Landlords, Centre Teams and Tenants receive a consistently premium, seamless and proactive service throughout the entire customer lifecycle.

You will act as the central point of coordination for all in-life customer performance, driving service quality, adoption of Wavenet Connected solutions, retention, and customer satisfaction across your allocated cluster of Workspace Group sites.

Key Responsibilities

Customer Experience Ownership

• Take full responsibility for in-life customer experience across an allocated flex workspace cluster.
• Act as the primary relationship owner for landlords, centre managers and key operational stakeholders.
• Ensure consistent delivery of premium, digital-first customer journeys for workspace operators and tenants.
• Conduct regular service reviews, performance deep-dives and continuous improvement recommendations.

Service Quality & Performance Management

• Monitor site-level service performance, Wi-Fi quality, uptime, and customer-reported issues.
• Coordinate with Delivery, Support and Customer Success teams to resolve escalations swiftly and efficiently.
• Identify experience gaps or recurring themes and drive cross-functional improvements.
• Ensure each site in the cluster meets its connected experience standards and operational KPIs.

Tenant & Operator Engagement

• Maintain strong day-to-day engagement with workspace operators, onsite teams and tenants.
• Support onboarding activities ensuring tenants are smoothly and fully enabled on Wavenet Connected services.
• Promote the adoption and utilisation of digital services, Wi-Fi, network tools and managed service features.
• Deliver customer-focused training, guidance, floor-walks or proactive check-ins as needed.

Data, Insights & Continuous Improvement

• Analyse occupancy trends, service usage, support tickets and technical diagnostics to identify improvement areas.
• Work closely with product, engineering and service teams to enhance the Wavenet Connected experience.
• Provide regular reporting on satisfaction, service performance and operational insights.
• Input into product development based on real-world tenant and operator feedback.

Cross-Functional Collaboration

• Partner with Sales, Delivery, Support, Customer Success and Engineering to ensure a seamless lifecycle experience.
• Support presales and sales teams with customer context, site behaviours and operational insights where required.
• Ensure new deployments transition smoothly from delivery into in-life management.

Skills & Experience

Essential

• Proven experience in customer experience, service management, customer success or operational account management.
• Strong understanding of telecoms, connectivity, MSP or technology environments.
• Ability to manage multiple sites, stakeholders and priorities in a fast-paced environment.
• Excellent communication, relationship-building and stakeholder management skills.
• Experience analysing customer or service performance data to drive measurable improvements.

Desirable

• Experience within the flex workspace, commercial real estate or serviced office sectors.
• Knowledge of managed Wi-Fi, network services, SD-WAN or digital infrastructure.
• Familiarity with occupancy-driven models and multisite operational environments.

Personal Attributes

• Customer-obsessed with a proactive and solutions-driven mindset.
• Highly organised, structured and capable of managing multiple concurrent priorities.
• Strong sense of ownership and accountability for customer satisfaction.
• Empathetic, commercially aware and collaborative across teams.
• Comfortable working at pace in a dynamic, evolving sector.

Skills & Experience

Essential

• Proven experience in customer experience, service management, customer success or operational account management.
• Strong understanding of telecoms, connectivity, MSP or technology environments.
• Ability to manage multiple sites, stakeholders and priorities in a fast-paced environment.
• Excellent communication, relationship-building and stakeholder management skills.
• Experience analysing customer or service performance data to drive measurable improvements.

Desirable

• Experience within the flex workspace, commercial real estate or serviced office sectors.
• Knowledge of managed Wi-Fi, network services, SD-WAN or digital infrastructure.
• Familiarity with occupancy-driven models and multisite operational environments.

Personal Attributes

• Customer-obsessed with a proactive and solutions-driven mindset.
• Highly organised, structured and capable of managing multiple concurrent priorities.
• Strong sense of ownership and accountability for customer satisfaction.
• Empathetic, commercially aware and collaborative across teams.
• Comfortable working at pace in a dynamic, evolving sector.