Client Experience Manager

We are seeking an experienced and commercially aware Client Experience Manager to provide a strong operational link between our Clients, Partnership Development and Sales, Service Operations and Membership Operations. 
 
This is a remote Client-facing role combining operational expertise, excellent communication skills and data-led insight. You will support the business in delivering a consistent standard of service, providing operational Client support where required and using Management Information (MI), feedback and operational insight to identify opportunities to improve our services, processes, technology and overall Client and Member experience. 
 
You will be confident working across teams, getting to the root of issues and turning insight into practical recommendations. You will also work closely with our Product Team, helping translate operational needs and opportunities into clear briefs and requirements for improvement. 
 
Importantly, excellent Client service does not always mean saying yes. You will have the confidence and credibility to constructively challenge expectations or ways of working where appropriate, clearly explain operational realities and recommend alternative solutions that achieve better and more sustainable outcomes for both the Client and Viewber. Because this is a fully remote role, a minimum of two years’ experience working from home is essential. 
 
You must have a suitable home-working environment, including a dedicated, professional and distraction-free workspace that can be closed off from other household members and interruptions. A reliable, high-speed internet connection capable of supporting video calls, online systems and day-to-day remote working is also essential. 
 
Essential experience and capability:

• Strong experience in a Client-facing operational role.
• Confident and professional communication skills, both written and verbal, including the ability to manage difficult or sensitive conversations.
• Strong commercial judgement, with the confidence to constructively challenge expectations where appropriate.
• An analytical and curious approach, with the ability to look beyond individual incidents and identify underlying issues.
• Strong experience working with MI, performance information or other operational data.
• Confidence using AI tools to interrogate information, identify trends and support root-cause analysis.
• Ability to interpret information and translate findings into clear, practical recommendations.
• Strong attention to detail and accurate record keeping.
• Ability to build positive working relationships with Clients and internal stakeholders at different levels.
• A practical, solutions-focused approach with the confidence to take ownership of issues through to an appropriate conclusion.
• Confidence using CRM and other business systems, with the ability to learn new technology quickly.

 
Additional essential requirements:

• Ability to develop a strong end-to-end understanding of Viewber’s services and operational model.
• Comfortable working independently and across multiple teams and functions.
• Ability to exercise judgement over when an issue can be managed directly and when escalation is appropriate.
• Willingness and ability to speak directly with Clients by telephone, video call or in person where required.
• Professional and credible approach when representing Viewber externally.

 
Desirable:

• Experience within property, PropTech, outsourced services or another operationally complex service environment.
• Experience using HubSpot.
• Knowledge and experience implementing Lean Six Sigma in business operations.

Develop and maintain an in-depth understanding of Viewber’s services, operational processes, Client Terms and Conditions of Service and Membership Agreement. 
 
Work within clear business accountabilities: Partnership Development and Sales own the commercial and ongoing Client relationship; Service Operations owns appointment fulfilment and timely outcomes; Membership Operations owns Member onboarding, support and expected appointment delivery. 
 
Provide remote operational Client-facing support connecting these areas, stepping in where issues require operational expertise, expectation-setting or constructive challenge, particularly where early intervention may prevent Client dissatisfaction or escalation. 
 
Establish the facts and operational context before engaging with Clients. Clearly explain service standards, dependencies and responsibilities, and confidently challenge Client expectations or ways of working where these may adversely affect service delivery. Recommend more effective or sustainable approaches where appropriate. 
 
Work alongside Partnership Development and Sales on significant operational Client matters, whilst ensuring ownership of the wider Client relationship remains with them. 
 
Take an end-to-end view of service performance, using operational MI, Client and Member feedback, reviews and other information to identify trends, recurring issues, root causes and opportunities for improvement across Clients, Members, processes, technology and service delivery. 
 
Take ownership of the operational design and continuous improvement of Viewber’s complaints portal, improving fields, categories, root-cause capture and data quality to enable meaningful MI, trend analysis and service improvement. 
 
Use approved AI tools to support analysis, identify patterns and root causes, applying appropriate human judgement and validating material outputs before they are relied upon. 
 
Translate MI and operational insight into clear, practical recommendations for the Heads of Service and Membership Operations, Chief Operating & People Officer and other relevant stakeholders. 
 
Work closely with the Product Team where operational insight identifies opportunities for product or technology improvements. Prepare clear briefs and business requirements setting out the problem, supporting evidence, operational impact, affected users and desired outcome, and support refinement, testing and implementation as required. Product retains responsibility for prioritisation and delivery. 
 
Ensure significant Client discussions, agreed expectations, actions and changes to ways of working are accurately recorded in HubSpot. 
 
Represent Viewber professionally in all Client interactions, protecting both the Client relationship and Viewber’s operational and commercial interests. 
 
Uphold our Company Values and attend relevant meetings and events as required. 
 
Please note: these responsibilities may evolve in line with business needs.  Full-time. 40 hours per week. 2080 hours per annum.  
9am – 6pm Monday to Friday.  
Temp to Perm via Workshop Recruitment.  
The role reports to the Head of Service Operations with a dotted line to the Head of Member Operations.