Customer Experience Lead

The role:

We are seeking an experienced and operationally driven Customer Experience Lead to design, implement and lead our SME customer journey. This is a senior role with responsibility for building scalable processes, improving retention and strengthening customer engagement across approximately 500 SME accounts.

You will create structured and automated touchpoints, own the renewal framework, build and lead the customer support function, manage our contributed data relationships within the Comparables tool, and deliver onboarding and training to ensure customers maximise value from the platform.

Key responsibilities:

Design and implement automated customer touchpoint processes across the SME portfolio.

Create and manage a structured renewal programme to drive retention and reduce churn.

Own customer lifecycle management, including CRM workflows and engagement tracking.

Build, structure and manage the customer support function.

Recruit, develop and lead a high-performing support team with clear KPIs and service standards.

Oversee and manage relationships linked to our contributed data model within the Comparables tool.

Ensure integrity, consistency and quality of contributed data.

Deliver structured onboarding and training sessions for new customers.

Develop scalable onboarding materials and customer resources.

Monitor retention metrics, customer health indicators and operational reporting.

Work closely with the Commercial & Operations Director to align customer strategy with company objectives.

About you:

Proven experience in customer experience, customer success or service operations leadership.

Experience building or scaling customer support or customer success teams.
Strong process-driven mindset with experience implementing automation or CRM workflows.

Commercially astute with a clear understanding of retention and customer lifetime value.

Confident engaging with internal and external stakeholders.

Comfortable working with data and overseeing structured contribution models.

Excellent communication, organisational and training delivery skills.

Experience within property or PropTech is desirable but not essential.

What we offer:

The opportunity to work for a market-leading PropTech business at the forefront of innovation in the property industry.

Be part of a forward-thinking company shaping how data, mapping and insight are used across the property sector.

Hands-on exposure to how the responsible use of AI can help the property industry become more efficient, informed and effective.

A collaborative environment where you will learn on the job and continuously develop your commercial and technical understanding.

Competitive salary with uncapped performance-related commission.

Comprehensive benefits package including pension, holiday allowance and additional company benefits.

A senior role with genuine ownership, autonomy and the ability to make a visible impact.