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Role Overview
Reporting to the Global Head of CX Team & CX Strategy, the Customer Champion is responsible for safeguarding the customer experience across all inMusic brands by proactively monitoring customer sentiment, intervening in high‑risk or escalated cases, and translating customer insights into actionable improvements for the business.
Key Responsibilities
- Acting as a key bridge between end users and internal stakeholders, the Customer Champion works cross‑functionally with internal teams to identify trends, drive corrective actions, and improve overall CSAT and customer loyalty.
- This role combines day‑to‑day customer advocacy with responsibility for supporting and improving CX tools and AI‑driven support workflows, while helping surface actionable customer insights.
- Monitor and analyse customer feedback, sentiment, CSAT, and quality metrics across multiple channels, producing clear and actionable insights and reports for CX and management teams.
- Engage directly with customers via phone and email to gather feedback on cases, support experience recovery, and build positive, long‑term end‑user relationships.
- Act as a point of escalation for complex or high‑risk (“rescue”) customer cases, proactively intervening to de‑escalate issues and recover deteriorating customer experiences.
- Oversee global RMA activity to ensure cases progress in line with agreed SLAs, escalating risks or delays where required.
- Identify recurring issues, trends, and improvement opportunities, collaborating cross‑functionally to address root causes and enhance the end‑to‑end customer journey.
- Support the rollout, adoption, and effective use of CX tools, platforms, and AI‑driven support workflows, including testing, optimisation, maintenance, and feedback.
- Share customer‑driven insights and best practices to support coaching and continuous improvement within the CX team.
- Contribute to CX management initiatives and provide ad‑hoc operational support as required to maintain effective day‑to‑day operations.
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Requirements
- Proven experience in customer support and operations coordination.
- Experience working cross‑functionally and communicating with executive management.
- Strong analytical skills with the ability to interpret data and present actionable insights (CSAT, Sentiment, Quality).
- Excellent organisational and communication skills, with a focus on empathy.
- Good understanding of all inMusic products, their utilities, and general application.
- Ability to identify problems, propose solutions, and drive continuous improvement.
- Ability to coach or support peers by sharing best practices and customer‑driven insights.
- Confidence working in a global, multi‑brand environment with diverse customer needs and expectations.
- Proven experience managing and rescuing complex, sensitive, or high‑risk customer cases, including de‑escalation and recovery of deteriorating customer relationships.
- Experience with AI tools and modern CRM solutions (e.g. Freshdesk and AI‑assisted support platforms).
- Willingness to travel occasionally for team workshops, stakeholder alignment, or training (approx. 10%)
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Benefits
- 24 days annual leave (plus public holidays)
- Private healthcare
- Pension scheme
- inMusic UK Employee Assistance Programme
- Cycle To Work scheme
- Staff discount on inMusic products (for personal use only)
- £1,000 annual allowance for training and development
- Sick pay
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Skills
Customer Advocacy
Analytical Skills
Communication Skills
Problem Solving
Cross-Functional Collaboration
Customer Insights
De-Escalation
CX Tools
AI Tools
CRM Solutions
Empathy
Organizational Skills
Customer Support
Operations Coordination
Trend Analysis
Continuous Improvement