BTS
Customer Experience Manager (Coaching)
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Customer Experience Manager (Coaching)
About BTS
We are a global strategy implementation consulting firm that turns our clients’ ideas and strategies into results. We do this by focusing on the people side of strategy. We design fun, powerful experiences that have a profound and lasting impact on people and their careers. We inspire new ways of thinking, build critical capabilities, and unleash business success.
We laugh a lot and have a lot of fun in our team-based setting, where our entrepreneurial culture of freedom and responsibility empowers you to contribute from your first day.
The Role
The Customer Experience Manager (CxM) is responsible for the successful deployment and ongoing performance of BTS’s ‘Coaching Provider of Choice’ (CPOC) client relationships across Europe. This role owns the client journey from initial onboarding through to retention and growth, ensuring outstanding coaching outcomes and platform KPIs across the portfolio.
Sitting at the operational heart of the CPOC model, the CxM works closely with the Sounding Board team, Executive Coaching CoE, and European Coaching CoE colleagues to deliver seamless client experiences and surface opportunities for expansion.
Purpose of the Role
To own and grow existing CPOC client relationships, ensuring the successful deployment of coaching journeys, sustained platform performance, and measurable client impact.
Key Responsibilities
- Deliver agreed year-on-year revenue growth across new and transitioning CPOC accounts.
- Increase seat penetration across executive, mid-level, and AI coaching solutions.
- Create and implement process improvements and AI-facilitated automation within the CPOC model.
- Develop and execute growth plans for priority accounts.
- Oversee the successful deployment of CPOC coaching journeys for both new and existing clients.
- Demonstrate and report on client impact and insights.
- Ensure Sounding Board’s core KPIs are maintained or improved, including utilisation and NPS.
- Co-ordinate client data transfer and platform setup with the Sounding Board team.
- Curate coaching design, coach briefing, and leadership roadmap alignment for client programmes.
- Monitor engagement and proactively address off-track cases with clients.
- Manage coachee extensions and scope adjustments.
- Monitor delivery quality and address risks in a timely manner.
- Surface strategic growth opportunities to the Senior Director – Coaching Growth and relevant account where appropriate.
- Liaise with the global CEM team to ensure processes and approaches are up to date and globally aligned.
- Liaise with Sounding Board teams to ensure smooth loading of coaching journeys.
- Receive and manage post-sale handovers from the Business Development Manager.
- Deliver seamless onboarding of executive coaches and liaise with various ops teams.
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Skills and Experience
Essential Criteria
- Proven experience in customer success, client experience, or account operations role, ideally within a coaching or professional services environment.
- Strong track record of managing and growing client relationships, including driving adoption and retention in a platform or programme context.
- Experience working with digital platforms, including data management, platform setup, and KPI tracking.
- Commercial awareness, including experience developing growth plans and managing revenue targets.
- Strong analytical and reporting skills, with the ability to use data insights to inform client conversations.
- Process improvement mindset, with experience implementing operational changes and AI-facilitated automation.
- Excellent communication and relationship management skills, with confidence engaging senior client stakeholders.
- Highly organised, with strong attention to detail and experience managing multiple concurrent client relationships.
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Desirable Criteria
- Familiarity with the Sounding Board platform or equivalent coaching platforms.
- Experience in the coaching, leadership development, or HR technology sector.
- Knowledge of AI coaching tools and their application within client programmes.
- Experience working in a post-sale handover environment alongside a dedicated business development function.
What We Can Offer
We believe that when we give the right people freedom, responsibility, and support, they achieve great things. At BTS, every individual’s contribution matters.
We Offer:
- Competitive compensation and benefits.
- Structured development through a clear career roadmap and feedback culture.
- Exposure to impactful client work with leading global organisations.
- Learning and collaboration opportunities across offices and geographies.
- A supportive, inclusive culture that values curiosity, innovation, and real-world impact.
Way of Working
This role operates on a hybrid working model, with an expectation of 60% office-based.
Face-to-face collaboration is also the heart of how we work, whether that’s building relationships with colleagues or staying close to stakeholders. Wednesday is our anchor day to ensure the whole team comes together in the office.
Please note: we are unable to provide visa sponsorship for this role, so you will need to have the right to live and work in the UK.
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