Last Mile
Customer Experience Manager
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Customer Experience Manager
Join a forward-thinking utilities business where innovation, collaboration and service excellence are at the heart of everything we do. At Last Mile, we’re proud to deliver high-quality, multi-utility solutions nationwide, and as our team grows, we’re excited to welcome a Customer Experience Manager who can help us strengthen our customer partnerships and shape future opportunities.
In this nationwide role, you’ll be at the forefront of developing new ways for us to secure work with local authorities, housing associations and framework providers. As part of our Sales & Design Team, you’ll play a key role in enhancing customer satisfaction, driving retention and supporting growth across the utilities sector. You’ll act as the trusted relationship owner for key accounts, ensuring our customers get the maximum value from our services.
We’re looking for someone with proven management experience in Customer Success, Customer Experience or Account Management within the utilities sector who can confidently lead strategic initiatives, influence stakeholders and bring a structured, customer-focused mindset to the role.
Your Responsibilities as a Customer Experience Manager:
- Leadership & Team Management - Oversee and support the Business Development Manager and Sales Coordinator, ensuring high-quality performance, effective workload management, and ongoing professional development, while maintaining a positive and productive team environment.
- Customer Relationship Ownership - Act as the primary contact for key customers, building strong and trusted long-term relationships through proactive communication, regular reviews and onsite or virtual meetings.
- Service Delivery & Performance Oversight - Ensure seamless customer onboarding and monitor service performance, SLAs and delivery milestones. Work with internal teams to resolve issues promptly and manage escalations professionally to maintain excellent customer experience.
- Commercial Growth & Strategic Planning - Identify upsell, renewal and cross-sell opportunities, support contract discussions and pricing updates, and contribute to revenue forecasting and customer growth plans using insights drawn from data and customer feedback.
- Customer Advocacy & Continuous Improvement - Analyse customer data and performance trends to recommend service enhancements. Provide insight to product and operational teams, track customer health indicators and champion customer needs to reduce churn and drive continuous improvement.
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Required Experience
- Proven experience in a senior customer success, account management, or commercial roles within utilities or B2B service environments.
- Strong knowledge of utility operations (energy, water, metering, last mile delivery, infrastructure or related fields).
- Ability to analyse data, understand commercial drivers, and create actionable insights.
- Strong stakeholder management experience across operational, commercial, and technical teams.
Have you got the drive to go to the Last Mile as a Customer Experience Manager? Apply now! We aim to keep candidates informed throughout the process and encourage you to apply promptly as we may close the vacancy early if sufficient applications are received.
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About Us:
Last Mile is one of the largest last-mile multi-utility businesses in the UK.
We understand construction and we know utilities. We design, build, own, and manage the ‘last mile’ of essential utilities infrastructure.
With a proven history of delivering multi-utility connections across Great Britain, we provide a full suite of utility infrastructure, including clean heat networks, electricity, gas, water, wastewater and fibre.
With a strong track record, deep industry knowledge and solid investor backing, we take a forward-thinking approach to the complex economic, social and environmental challenges of today, to innovate for a better tomorrow.
Through Last Mile and our asset adoption business Last Mile Asset Management, we provide a ‘one-stop shop’ for new utility connections.
We’re proud to be both a Great Place to Work® certified business and a Living Wage Employer, reflecting our commitment to supporting and valuing our people.
For further enquiries, contact recruitment@lastmile.co.uk or visit our website at www.lastmile.co.uk
At Last Mile, we are proud to be an equal opportunities employer. We consider all applications solely on the basis of skills and experience and actively encourage candidates from all backgrounds to apply.
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