Job Description
Customer Experience Centre Manager
Req Id:  57441
Posting Start Date:  4/2/26
Job Function:  Brand and Marketing
Division:  UK Business
Job Location:  GBR-London-BTHQ One Braham
Advertised Salary:  Competitive

Job Req ID: 57441

Posting Date: April 2nd 2026

Function: Brand and Marketing 

Location: London

Salary: Competitive with Great Benefits 

Why this job matters

The Customer Experience Centre team are responsible for the end-to-end planning, organisation and delivery of third party and BT led events, customer workshops and product demos across Business. The Customer Experience Centre plays a huge part in the success of Business, building our brand, ensuring the target audience is engaged, delivering key messages and driving customer experience and perception of BT.  

The CEC manager is responsible for managing the day to day running of the Aurora in our London headquarters including the team management, customer events, planning the demos and bringing the brand to life.  The CEC is the jewel in our crown at BT and we need someone who is passionate about customer experience with one eye on our brand at all times to lead this space.  

What you’ll be doing

  • Lead and manage the CEC team to include:
  • Management of third party and BT led events both in the CEC and wider if necessary from start to finish according to requirements, target audience and objectives
  • Develop plan across the CEC that helps to drive the Brand and Marketing strategy  
  • Prepare budgets and ensure adherence
  • Liaise with Senior stakeholders to agree objectives and content where relevant
  • Analyse success and prepare reports, including ROI and improvements
  • Work with PR team where necessary on key initiatives
  • Lead on certain high profile events such as exec walk throughs, key account visits
  • Management of major sales demos including customer engagement
  • Build the CEC roadmap alongside portfolio and partner teams to excite customers with innovative technologies and  drive customer visits
  • Prepare comms for customer follow up post visit
  • Collaborate with Field teams to ensure high customer take up of CEC assets 

What you'll need to succeed

  • Strong event/project manager skills, with the ability to work with multiple stakeholders, across multiple projects, to achieve sign off and deliver within budget
  • Ability to lead virtual teams from across marketing and sales to agree objectives and deliverables
  • Strong stakeholder management to confidently collaborate with a wide range of people including senior leaders across Business
  • Creativity to create successful and memorable brand and customer experiences
  • Strong negotiation skills with agencies and third parties to ensure maximum value for money and return on investment
  • Excellent time management skills and the ability to work under pressure
  • Quick thinking, problem-solving skills and being able to make tough decisions that will enhance our customers experience and perception of BT 

BT Group's Behaviours

Customer First - Prioritize customer needs in every decision and action.  

Challengers - Challenge the status quo and bring innovative ideas to life.

Committed - Own outcomes and deliver with integrity. 

Clear - Communicate openly and simply, ensuring alignment. 

Connected - Collaborate across teams to achieve shared goals. 

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good.  Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers. 

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country.   Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.