Customer Experience Manager - Connected

Customer Experience Manager – Wavenet 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 aw