Customer Experience / Proposition Manager

Customer Experience / Proposition Manager

Location: Flexible – with regular travel to Mansfield & East Finchley (London)
Salary: Competitive
Type: Full-time | Hybrid | Agency-side

Are you passionate about shaping customer experiences that drive real business impact? Do you thrive in fast-paced environments and love working across cross-functional teams? If so, we want to hear from you.

We’re looking for a talented and enterprising Customer Experience / Proposition Manager to join a successful marketing agency team, with a primary focus on a hospitality account. This is a commercially minded role that blends strategic thinking with executional excellence.

Here's how you'll craft a symphony of success:

• Leading the CX and proposition development across a key agency client
• Building strong stakeholder relationships and influencing cross-functional teams
• Delivering against briefs and ensuring alignment across client teams
• Conducting research, benchmarking, and analysing data to define best-in-class customer experiences
• Supporting concept development for future retail environments
• Representing the voice of the customer in cross-functional working groups
• Identifying opportunities to grow the client retainer and generating incremental revenue for the agency
• Supporting the growth and development of the agency’s CX function
• Engaging in professional development, benchmarking, and industry events
• Contributing to entrepreneurial initiatives and helping shape new propositions

  We’re looking for a CX Manager with the following skills and experience:

• A strong background in customer experience and customer proposition
• Proven ability to balance customer needs with business objectives
• Experience implementing and executing propositions within high service B2C sectors such as hospitality, leisure, travel or retail
• Exposure to both physical and digital customer experiences
• Strong commercial awareness and understanding of how businesses generate revenue
• Excellent stakeholder management and relationship-building skills
• Strategic thinker with delivery experience
• Comfortable working in a fast-paced, deadline-driven agency environment
• Previous agency experience or understanding of agency operations is a plus
• CCXP certification or CXPA membership is advantageous