Customer Experience Manager

Iamgaia; City of London; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading recruitment marketing firm in London is seeking a Customer Experience Manager for Agencies. This role involves building strong client relationships and overseeing campaign delivery. The ideal candidate will have experience in account management and be proactive in enhancing customer success. Familiarity with HubSpot is desired. Join a team where your impact is valued, and help drive innovative marketing strategies.

Qualifications

• Experience in account management, customer success, or client services.
• Organized and proactive in delivering results.
• Confident communicator with relationship-building skills.

Responsibilities

• Build and maintain relationships with agency clients.
• Oversee campaign delivery and check-ins.
• Identify growth opportunities for clients.

Skills

Account management

Customer success

Client services

Communication

Proactivity

CRM tools (HubSpot)

Tools

HubSpot

Job description

This role will initially be remote with regular team meetings in London.

About Gaia

Gaia is redefining recruitment marketing through AI-powered, data-driven technology that helps organisations attract better-fit candidates, reduce costs, and build stronger employer brands. Our award-winning platform and campaigns empower businesses to connect with talent in smarter, more meaningful ways - transforming how brands grow and hire.

Behind every innovation is our team—the people who make the difference. Their creativity, expertise, and passion for excellence drive the results our clients love.

Why This Role Matters

As a Customer Experience Manager for Agencies, you’ll be the strategic partner our agency clients rely on to bring their recruitment marketing campaigns to life. From onboarding to project delivery, you’ll build strong relationships and make sure every client feels like your only client.

You’ll collaborate closely with campaign performance and sales teams, driving campaigns that deliver measurable results while uncovering ways to make our partnerships even stronger. If you thrive in a fast-paced environment and love seeing your work make a real impact - you’ll fit right in.

What You’ll Do

• Build and nurture strong relationships with agency clients, ensuring every interaction adds value.
• Oversee campaign delivery in collaboration with our campaign performance team.
• Conduct regular check-ins and quarterly business reviews - online and in person.
• Identify opportunities for client expansion, creating proactive proposals to drive growth.
• Keep everything on track through HubSpot - managing tasks, tracking notes, and staying one step ahead.
• Bring fresh ideas for improving our processes and customer experience.

About You

• Experienced in account management, customer success, or client services - ideally in a marketing or agency environment.
• Organised, proactive, and obsessed with delivering excellence.
• Confident communicator who knows how to build trust and rapport.
• Curious about new ideas, tech, and trends that elevate client success.
• Skilled in juggling multiple priorities with calm efficiency.
• Familiar with HubSpot (or similar CRM tools).

Recruitment Process

We appreciate the time and effort it takes during an interview process, so we've designed this to ensure we find the best fit for our role and to allow you plenty of opportunities to decide if you think we're a good fit for you too...

• 20-minute Telephone screen with Eloise (Head of People)
• 45-minute Task with Nadia (Head of CX)
• 30-minute Values interview