{"id":3055450,"url":"https://alion.io/job/the-portfolio-group-customer-experience-manager","title":"Customer Experience Manager","company":{"id":2630175,"name":"The Portfolio Group","domain":"theportfoliogroup.com","url":"https://alion.io/company/theportfoliogroup","size_band":"51-200","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":null,"truth_index":{"grade":"B","score":75,"open_postings":197,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-25T05:49:26Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manchester, United Kingdom"],"countries":["GB"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":70000,"max":75000,"currency":"GBP","period":"year","gross":null,"usd_annual":100393},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-02T16:51:34Z","employer_posted_date":"2026-10-02","last_verified_at":"2026-10-22T07:41:48Z","board_verified":false,"closed_at":null,"days_open":22,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":22},"description":"Customer Experience Manager | Manchester (Office Based) | £70,000-£75,000 + Excellent Benefits\nA progressive management role at the heart of a fast-growing, service-led business.\nWe’re looking for an experienced Customer Experience Manager to lead client engagement, satisfaction and retention for a fast-growing, service-led business with a high-performance culture. The business takes a human-centric approach to service, working in partnership with its clients to improve satisfaction and drive innovation.\nThis is a commercial, client-first role, ideal for a proven manager from a service-driven, high-volume or professional services environment. You’ll lead the Customer Solutions teams, using data, client feedback and technology to increase engagement, improve service and reduce attrition.\nWhat You’ll Do\nLead and develop the Customer Solutions teams, building a high-performing culture with open communication and the customer at the centre of every decision.\nTrack client sentiment and usage patterns to spot where engagement can be increased and low usage addressed.\nChampion the client’s voice internally, so that feedback shapes both day-to-day operations and longer-term strategy.\nWork with multi-disciplinary teams to resolve issues, strengthen reputation and raise client satisfaction.\nPut strategies in place to cut cancellations and improve retention across every service line.\nMake sure every service issue is traced to its root cause and corrected promptly.\nTeam up with payments colleagues to bring down the number of non-paying clients through better processes and communication.\nStreamline processes to cut service issues and improve efficiency, and work with scheduling teams to increase client contact time while maintaining service quality.\nDraw on engagement data, client feedback and operational metrics, from both automated and manual sources, to identify trends, drive improvements and reduce attrition.\nProvide senior leadership with daily, weekly and monthly dashboards and reports on SLA performance, operational challenges and engagement, with clear recommendations for action.\nPartner with technology teams to roll out and refine digital tools, including HR software and AI solutions, and find opportunities for automation or AI to improve the client experience and efficiency.\nYou’ll Bring\nA background in a service-led, high-volume or professional services environment.\nProven leadership of high-performing teams.\nA track record of delivering customer success strategies.\nFirst-rate communication, interpersonal and presentation skills.\nConfidence with data, turning analysis and insight into practical improvements.\nA solutions-focused approach to problem-solving.\nThis is an opportunity to develop a best-in-class team that drives service excellence, leads proactive retention and builds the close client relationships that underpin long-term success. You will play a central role in how a fast-growing business serves and retains its clients, with broad exposure across data, technology and operational leadership in a collaborative, entrepreneurial environment.\nINDAMS\nThe Portfolio Group are acting on behalf of our client in recruiting for this position.","description_format":"text","description_chars":3197,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-22T03:23:46Z"}],"visa":[],"liveness":{"score":21,"band":"cold","label":"Long shot","p_open":0.9,"p_active":0.313,"p_room":0.75,"age_days":22,"expected_fill_days":31,"reasons":["conf:70","agency","stale_co","urgency","velocity","win:late","comp:brand"],"computed_at":"2026-10-25T05:49:26Z"},"pay":{"stated_usd_annual":100393,"is_top_pay":true},"html_url":"https://alion.io/job/the-portfolio-group-customer-experience-manager","json_url":"https://alion.io/job/the-portfolio-group-customer-experience-manager.json","meta":{"generated_at":"2026-10-25T11:11:05Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":16100,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-26T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2630175},"rest":"https://alion.io/mcp/rest/get_company?id=2630175"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fthe-portfolio-group-customer-experience-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fthe-portfolio-group-customer-experience-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fthe-portfolio-group-customer-experience-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/the-portfolio-group-customer-experience-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fthe-portfolio-group-customer-experience-manager"}]}