Senior Manager – Global Customer Engagement

Job Reference: WM – 2276

Location: Cambridge

Salary: £70,000 - £90,000

Job Type: Permanent

Job Description

Senior Manager


  • Drive and support the strategic direction for Customer Engagement, proactively owning Custom-er Engagement from on-boarding through to supporting the full product lifecycle of a segmented portfolio of medical customers
  • Utilize a laser focused, customer facing team to pro-actively use “Voice of the Customer” sentiment and feedback to implement meaningful actions that create advocates
  • Influence future lifetime value through higher product adoption, customer satisfaction and over-all health scores
  • Thoughtfully delegate tactical responsibilities and set performance expectations across the organisation
  • Communicate complex issues to people with diverse backgrounds and experience, and drive to resolution
  • Drive new business growth through greater advocacy and reference-ability
  • Standardize interventions for each point in journey
  • Identify opportunities for continuous improvement
  • Define the operational metrics for team and establish system for tracking metrics through listening points in journey (e.g., usage, satisfaction, etc.)
  • Create company-wide culture of Customer Success.
  • Lead and develop a new high-performing functional team

About You:

  • Knowledge of how to motivate and influence decision-makers in various regions and role, ranging from engineering and product development to the C-suite
  • Designed and implemented a scalable customer process, as well as evaluated their efficacy using data, analytics, and insights
  • A great collaborator, having worked cross-functionally and multi-regionally to develop strategic, scalable initiatives targeted at providing truly exceptional customer service
  • A senior leader with a strong customer success background, a sense for business, and a pragmatic approach to problem-solving who manages teams and functions with great global cultural sensitivity
  • An advocate and coach for your customer-facing teams, knowing when to join in and assist them in going forward, and when to raise risks and dependencies
  • Able to very occasionally work flexibly within timezones, to overlap with global teams.

Job Application:

If you would like to be considered for this role, please apply to send a copy of your full CV – or call us now.

Whilst this position may not be of interest to you or suit your skills and experience, please don’t hesitate to get in contact with a member of the team at Willcox Matthews to understand how we can support you.

We receive a large number of applications for all of our positions – Therefore, if you have not received a response within 10 working days, your application has unfortunately been unsuccessful on this occasion.

Candidates must be eligible to work and live in the UK