Pure Energy Music LTD
Customer Experience Manager
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About the Role
Are you passionate about building lasting customer relationships and helping businesses achieve success?
Pure Energy Music is looking for a Customer Experience Manager to take ownership of our customer journey, ensuring our customers receive exceptional support from onboarding through to renewal and growth. This is an exciting opportunity to join a growing business where customer retention, engagement, and commercial success are at the heart of everything we do.
If you thrive on developing trusted partnerships, identifying opportunities to add value, and delivering an outstanding customer experience, we'd love to hear from you.
At Pure Energy Music, we create music and technology built specifically for the fitness & wellbeing industry. Every day, thousands of instructors, personal trainers, and gym operators use our platform to discover new music, deliver great classes, and create better member experiences. Through our content, we help customers stay up to date with new music releases, product updates, app features, and everything happening across the Pure Energy Music community.
What you'll be doing
As Customer Experience Manager, you'll manage a portfolio of customers, ensuring they get maximum value from our products and services. You'll build strong relationships with gym operators and key stakeholders, helping them overcome challenges while driving customer satisfaction, retention, and account growth.
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Your responsibilities will include:
- Managing a portfolio of customer accounts and building long-term relationships.
- Delivering engaging onboarding programs and customer training.
- Monitoring customer health, identifying risks, and proactively improving engagement.
- Leading customer review meetings and providing strategic advice.
- Supporting contract renewals and identifying opportunities for account growth.
- Working closely with Sales, Product, Marketing, and Support to deliver the best possible customer experience.
- Capturing customer feedback to help shape future products and services.
Requirements
What we're looking for
You'll have experience in Customer Success, Customer Experience, or Account Management, with a genuine passion for helping customers succeed.
We're particularly interested in candidates with:
- Experience managing B2B customer relationships throughout the customer lifecycle.
- A proven track record of customer retention, renewals, and account growth.
- Excellent communication and presentation skills.
- Experience managing multiple customer accounts simultaneously.
- Strong organizational skills and the ability to prioritize effectively.
- Experience using CRM systems to manage customer relationships and activity.
- A passion for music/fitness/wellbeing.
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It would be great if you also have:
- Experience within the fitness or leisure industry.
- Knowledge of gym operations or member engagement.
- Familiarity with streaming technology or digital media platforms.
Ready to make a difference?
If you're a relationship-driven professional who enjoys helping customers succeed and wants to play a key role in a growing business, we'd love to hear from you.
Benefits
Why join Pure Energy Music?
At Pure Energy Music, we're passionate about creating exceptional experiences for our customers. You'll join a collaborative, supportive team where your ideas are valued, and your contribution has a real impact.
In return, you'll benefit from:
- Hybrid working.
- A collaborative and supportive team environment.
- Opportunities to develop your career as the business continues to grow.
- The chance to make a genuine impact on customer success and retention.
- 34 days' off, which include:
- x2 Wellbeing days.
- Your Birthday off or a substitute day.
- x3 days off over Christmas & New Year.
- Upon completing 5 years’ service, you will be entitled to an extra day’s holiday capped at 10 years.
- Maternity/Adoption pay - full pay for 6 weeks.
- Paternity pay - full pay for 2 weeks.
- Flexible return to work.
- Employee Discounts.
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