Salary depending on experience.

37.5 hours per week- Hybrid Working – 2 days in the office.

(Travel and accommodation expensed)

Atamis is a dynamic and expanding software business located in Cardiff. We provide analysis and management tools to both the public and private sector. We are growing rapidly at over 30% per year and our team is continuing to expand to support the growth of the company.   

The role involves overseeing the end-to-end customer journey and ensuring that every interaction a client has with the company is positive, consistent, and aligned with the company’s values. This role is responsible for shaping, managing, and continuously improving the client experience to enhance satisfaction, retention, and loyalty. The role requires a strong balance of business acumen, relationship management, and technical insight.

Key Responsibilities

Client Journey Strategy:

  • Develop and implement a comprehensive client experience strategy that aligns with the company’s vision and business objectives
  • Map the client journey, identifying pain points and opportunities for improvement at each stage of interaction
  • In tandem with sales and marketing champion the voice of the client within the organisation, ensuring that feedback is consistently gathered, analysed, and acted upon

Client Retention and Engagement:

  • Lead initiatives that drive client loyalty, satisfaction, and retention, ensuring that clients feel valued and supported
  • Collaborate with sales, marketing, and product teams to create personalized experiences that resonate with different client segments

Strategic Leadership:

  • Lead, coach, and develop a team of departmental managers, fostering a culture of client-first thinking
  • Set clear goals, key performance indicators (KPIs), and performance metrics for the team to measure the impact of client experience initiatives
  • Partner with internal departments to ensure seamless service delivery and experience consistency across all touchpoints

Data-Driven Improvement:

  • Utilise client feedback, surveys, and analytics to drive continuous improvement of the client experience
  • Oversee the implementation and management of customer satisfaction metrics (e.g., Net Promoter Score, CSAT) to track and improve performance
  • Lead root cause analysis of client issues to identify systemic improvements and prevent future concerns

Cross-Functional Collaboration:

  • Work closely with marketing, product, operations, and technology teams to ensure that client needs are integrated into product and service development
  • Partner with sales and account management to onboard new clients effectively and ensure a smooth transition from sales to service
  • Act as a liaison between clients and internal teams to resolve escalated issues and ensure their resolution aligns with the company’s standards

Innovation and Best Practices:

  • Stay informed on industry trends and emerging technologies to identify opportunities for innovation in the client experience
  • Benchmark client experience best practices and introduce new initiatives that enhance the company’s competitive edge
  • Lead workshops, training, and communications that empower employees across the organisation to adopt a client-centric mindset

Key Requirements

Education:

  • Bachelor’s degree in business, or a related field

Experience:

  • 8+ years of experience in client experience, customer success, or a similar client-facing role, with at least 5 years in leadership positions
  • Proven experience designing and implementing client experience strategies that have driven measurable improvements in client satisfaction and retention
  • Strong track record of managing and developing high-performing teams
  • Procurement experience highly desired

Skills and Competencies:

  • Excellent leadership and team management skills, with a focus on fostering collaboration and innovation
  • Strong interpersonal and communication skills with the ability to engage clients at all levels
  • Experience using data and analytics to drive decision-making and improvement in the client experience
  • Familiarity with customer relationship management (CRM) systems and client feedback platforms
  • A strategic thinker who can balance big-picture vision with operational execution

Employee Benefits

  • 25 days annual leave
  • An extra day’s annual leave for your birthday
  • Advanced health insurance with Unum, which includes an easy to access App, employee assistance program, mental health support, financial support, 24-hour GP appointments, physiotherapy, 121 coaching and employee discounts
  • Car purchases/hire, through Octopus
  • 26 weeks full paid maternity leave
  • 4 weeks full paid paternity leave
  • Over and above award each month. The employee who has been voted will receive a £50 Amazon voucher
  • Linkedin advocacy incentives
  • Flexible working
  • Hybrid working