Customer Experience Director

3 weeks ago


Étreux, Hauts-de-France, United States Aptitude Software Full time
About Us

Aptitude Software is a leading provider of financial control and insights to empower organizations achieve their strategies and ambitions. With over 20 years of experience, we have served the offices of finance, delivering financial control and insights to our clients.

We are proud of our growing team of smart, motivated and passionate people, and believe diverse experiences and perspectives build stronger teams and better solutions.

Headquartered in London, we have seven office locations around the world with clients across four continents.

Job Description

The Senior SDM manages client relationships, ensures service excellence, and drives business growth. They lead teams, oversee service delivery, and act as a trusted advisor, meeting SLAs/KPIs and resolving issues proactively.

Key Responsibilities:

  • Onboard clients, manage expectations, and serve as an escalation point.
  • Ensure service alignment with business goals and identify upsell opportunities.
  • Lead teams, approve deliverables, and maintain SOC compliance.
  • Manage risks, forecast resources, and drive operational excellence.

The role requires strong product knowledge, proactive risk management, and commercial decision-making. Effective communication, team leadership, and alignment with company culture are also essential.

Requirements

Management & Leadership:

  • ITIL-certified Service Management professional (v3/v4, intermediate/expert preferred).
  • Proven under pressure, adept at managing client and internal expectations.
  • Mentors Service Delivery Managers and manages distributed 24×7 teams.
  • Continual Service Improvement mindset with critical thinking and escalation skills.

Client Service & Problem Solving:

  • Simplifies complex issues, delivering exceptional client experiences.
  • Strong negotiation, active listening, and C-Suite reporting skills.
  • Results-driven, empathetic, and leads by example.

Organisational Skills:

  • Excellent prioritisation, multitasking, and time management abilities.
  • Skilled at managing sensitive, confidential information.
Benefits

We'll provide you with the opportunity to grow your expertise in an environment that supports you, your life and your career. We'll also offer you a competitive salary and commission, as well as the following benefits:

  • ShareSave scheme – ability to purchase company shares on preferential terms
  • Private healthcare and Health Cashplan
  • Access to dental insurance
  • Income protection and group life insurance
  • Flexible / hybrid working options

Estimated Salary: £80,000 - £120,000 per annum, depending on location and experience.



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