Customer Experience Manager

About Bundl

Bundl (formerly Sound Travel) is a pioneering disruptor in the event tourism market. We create official, ticket and hotel package experiences in partnership with event organisers and hotels. Bundl is a partnership platform that connects the event and hotel industries to create a zero risk, easy-to-implement new revenue stream for live events.

For fans, we provide a convenient, value-for-money and financially protected solution for accessing unforgettable live event travel experiences. We have built a business servicing fans and organisers across multiple event sectors including music, sport, comedy and theatre in the UK, Europe and Australia.

We have partnerships with some of the leading global entertainment brands including Live Nation and Ticketmaster (UK) and Frontier Touring (Australia) creating over 100k experiences for global touring artists including Taylor Swift, Coldplay, Bruce Springsteen, Billy Joel, Queen & Adam Lambert, plus venue experience Abba Voyage.

To support our ambitious international growth plans, we are looking for dynamic, entrepreneurial candidates that will thrive and prosper in challenging but highly rewarding roles.

We are looking for an experienced and dynamic Customer Experience Manager to lead the design and execution of our customer experience strategy across all touchpoints. This person will be responsible for shaping how we interact with our customers, driving continuous improvements to ensure an exceptional end-to-end experience. The successful candidate will be a strategic thinker, with the ability to influence cross-functional teams, leverage data to make informed decisions, and implement CX initiatives that contribute to overall business growth.

The role requires an individual with strong leadership skills, experience in CX strategy development, and a deep understanding of customer behaviour and trends. This person will be a key driver in embedding a customer-first culture and optimising every interaction a customer has with the brand, both online and offline.

1. Customer Experience Strategy: Lead the development and implementation of a comprehensive customer experience strategy across all platforms, channels, and customer interactions, aligned with overall business goals.
2. Data-Driven Insights: Utilise customer feedback, analytics, and data to continuously improve the customer journey. Present insights and recommendations to the executive team for enhancing customer satisfaction and driving retention.
3. Cross-Departmental Collaboration: Work closely with the Product, Marketing, Technology, and Operations teams to influence product development, brand communication, and service enhancements based on customer insights.
4. Customer Lifecycle Management: Own the customer lifecycle, mapping the customer journey, and identifying key touchpoints for optimisation and engagement. Develop a seamless journey from pre-purchase to post-event support.
5. Innovation and Best Practices: Continuously benchmark against industry best practices in customer experience management, ensuring we remain competitive in providing top-tier service.
6. Technology and Systems Integration: Collaborate with the Head of Operations to identify and implement advanced CRM systems, automation tools, and customer service platforms that improve operational efficiency and enhance the customer experience.
7. Customer Communication Strategy: Oversee all customer communication efforts, ensuring messaging across email, social media, website, and live chat is consistent, timely, and enhances brand perception.
8. Team Leadership: Mentor and develop the customer service team, raising their skill levels to manage more complex customer interactions and aligning them with broader CX objectives. Create training programs and performance goals for continual team growth.

1. CX Metrics Ownership: Own customer experience metrics, such as NPS, CSAT, and customer churn, and report regularly to senior leadership with actionable insights.
2. Customer Feedback Systems: Build and manage systems for collecting and acting upon customer feedback. Implement feedback loops to ensure continuous improvement in services and experiences.
3. CX Improvement Projects: Lead strategic initiatives focused on improving the overall customer experience (e.g., launching new customer service channels, improving post-event communication, etc.).
4. Crisis Management: Lead responses to large-scale service disruptions or crises, ensuring clear, empathetic communication and recovery strategies that reinforce customer trust.
5. Continuous Process Improvement: Lead the optimisation of customer service processes and workflows, integrating advanced technologies such as AI chatbots, automation, and self-service portals to enhance customer support capabilities.
6. Executive Stakeholder Management: Present to the executive team, working closely with leadership to align CX strategy with broader business initiatives and future growth plans.
7. Drive offline sales campaigns: Develop and implement strategies to address abandoned bookings, identifying key reasons for drop-off and creating targeted campaigns (e.g., follow-up communications, retargeting ads, personalised offers) to recover lost bookings.

Essential Skills:

1. 2 years customer service management experience
2. Proven experience in developing and implementing customer experience strategies at a management level.
3. Confident communicator
4. Strong leadership and team development skills, with the ability to influence and inspire teams to deliver exceptional customer outcomes.
5. High proficiency in using CRM systems, customer journey mapping tools, and data analytics platforms.
6. Experience in collecting and interpreting customer feedback and data, and turning insights into actionable business improvements.
7. Ability to collaborate with cross-functional teams, influence product roadmaps, and align customer needs with business objectives.
8. Experience in managing large-scale customer service operations with a focus on continuous improvement and innovation.
9. Excellent written and verbal communication skills, with the ability to engage and present to senior stakeholders.

Desirable Skills:

1. Experience within the travel, events, or hospitality industries, with knowledge of customer behaviour in these sectors.
2. A passion for technology and digital tools that can improve the customer experience.

1. £33-37K per annum, based on experience.
2. Annual performance-related bonus.
3. Commission earned on sales conversions
4. Private medical insurance.
5. Flexible, remote-first working model with regular team engagements and a vibrant company culture.

Equal Opportunities

We believe that diversity and inclusion are the cornerstones of a successful and innovative business. We are committed to fostering an inclusive and welcoming workplace where individuals from all backgrounds can thrive and contribute their unique perspectives and talents. Our mission is to build a diverse team that reflects the clients and customers we serve, and we actively seek to create an environment that promotes equality, respect, and collaboration.

Application Process:

To apply for this role, please submit the following:

1. Updated CV highlighting your relevant experience
2. A cover letter explaining your interest in the position and why you believe you are the ideal candidate