Customer Experience Centre Manager

The Scope

The Customer Experience Centre Manager is responsible for managing the day to day running of the Aurora centre in BT’s London headquarters including the team management of 7 direct reports, customer events, planning the demos and bringing the brand to life. 

The wider 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. 

Check out this short clip to hear directly from the team about the benefits of the Aurora and why it is the jewel in the crown of the London head office.

What you’ll be doing

• Line managing the customer experience centre team.
• Managing third party and BT led events both in the London based customer experience centre and wider if necessary from start to finish according to different requirements, target audiences and objectives.
• Developing an ongoing plan across the customer experience centre that helps to drive BT’s wider Brand and Marketing strategy.
• Preparing budgets and ensure adherence to what agreed.
• Liaising with Senior stakeholders up director/C-suite level to agree objectives and content where relevant. You will also lead on certain high-profile events such as exec walk throughs, key account visits.
• Collaborating with the BT public relations teams on key initiatives.

Experience needed to be successful in the role:

• Team Management -  Experience leading both in person and virtual teams to achieve shared goals. Previous line management experience is a must.
• Project Management Skills – Proven ability to manage multiple workstreams within a project to deliver results on budget and on time whilst often working under considerable pressure. 
• Events Management – You have previously delivered successful events and/or customer demonstrations end to end for different target audiences, aligning objectives and outcomes to sales and marketing strategies.
• Stakeholder Management – Proven history of engaging with a wide variety of stakeholders both externally (vendors/corporate partners) and internally at the highest level (C suite/Director Level).
• Looking To The Future – The ability to drive constant improvements, especially when it involves succession planning and passing on skills to those around you. 
• Independent Thinker – Capable of acting upon one's own initiative to work autonomously to complete the task at hand, often because of uncertain or changing circumstances .
• Creativity – Experience creating not just successful but also memorable customer experiences.
• Communication - Ability to communicate clearly and concisely at all levels, up to an executive through various methods including presentations, data analysis, email and phone
• Analytical Mindset – Can showcase the ability to manage complexity and break down complex issues into smaller, manageable components.

The skills you’ll need

Our leadership standards

Looking in:
Leading inclusively and Safely
I inspire and build trust through self-awareness, honesty and integrity.
Owning outcomes
I take the right decisions that benefit the broader organisation.

Looking out:
Delivering for the customer
I execute brilliantly on clear priorities that add value to our customers and the wider business.
Commercially savvy
I demonstrate strong commercial focus, bringing an external perspective to decision-making.

Looking to the future:
Growth mindset
I experiment and identify opportunities for growth for both myself and the organisation.
Building for the future
I build diverse future-ready teams where all individuals can be at their best.

Benefits

• Annual on target bonus 10% (based on both personal and company performance)
• BT Pension scheme; minimum 5% employee contribution, BT contribution 10%
• 25 days annual leave + 8 bank holidays with the option to buy up to one week's work of your contracted hours. This will also increase with service.
• 2 weeks carer’s leave 
• From 1 January 2025, all parents welcoming a new child will be eligible for our new Family Leave policy. You will receive 18 weeks at full pay, eight weeks at half pay and 26 weeks at the statutory rate. It is for all parents, no matter how your family is made.
• Enhanced women’s health support: including help with menopause symptoms, cancer screenings, period care and more.
• Life Assurance (4 x life cover pay)
• Exclusive colleague discounts on our latest and greatest BT broadband packages
• 50% off EE mobile pay monthly or SIM only plans and 50% discount for friends and family on EE SIM only plans.
• My Discounts gives colleagues access to unbeatable savings on everyday purchases at hundreds of retailers.
• Discounted EE TV including TNT Sport and the NOW Entertainment membership.
• Option to join the Healthcare Cash Plan or other benefits such as dental insurance, gym memberships etc.
• Volunteering days so you can give back to your local community.
• Brand new electric vehicle salary sacrifice arrangement, known as ‘My EV.’
• 24/7 private virtual GP appointments for UK colleagues