We’re recruiting: Customer Experience Manager​

We are looking for a customer experience manager to help us continue to grow and ensure our customer satisfaction remains outstanding. 

As a growing company, we are looking for an individual who can help move the business forward, taking a leading role in their areas of responsibility. This is an exciting opportunity for the right individual to help shape the future of the company and see tangible results from their work from day one. 

About Penrose Education

Penrose Education is an EdTech company seeking to transform Teacher Education by leveraging innovative software tools. Our mission is to help Initial Teacher Training and Education (ITTE) course providers deliver holistic, effective trainee development, efficiently – so they can focus on training the next generation of teachers. 

Our flagship product, Mosaic, is used by around 60 ITTE training providers in the UK and Australia, serving roughly 6,000 pre-service Teachers, their mentors and course staff each year. Our vision is for a workforce of healthy, happy and skilful teachers, and we want to play our small part in developing innovative technology to support effective teacher development. 

Customer Experience Manager

The Customer Experience Manager’s responsibilities include generating and developing relationships with customers, championing the Mosaic product to ensure customers want to retain, and developing support and communication mechanisms to drive retention.  

To be successful in this role, you will have a passion for genuinely solving the problems of the providers, mentors and trainees you are working with. To do this, you will need strong interpersonal, leadership and communication skills, as well as in-depth understanding of organisational educational practises. 

As we’re still a small team, this is an opportunity to really lead on Customer Experience. We’re looking for someone who can bring new ideas into our customer care processes and there’ll be lots of scope to shape the role around the successful candidate’s particular skills and experience. 

Core responsibilities 

• Takes the lead in developing Penrose Education’s approach to customer care 
• Is ultimately responsible for ensuring customers continue to love using Mosaic, and renew their subscriptions with us. 
• Develops and maintains processes for tracking customer engagement and planning interventions 
• Leads on developing and delivering proactive approaches to customer experience 
• New customer onboarding, including training course leads on how to get the most out of the Mosaic platform. 
• Through close relationships with customers, contributes to Penrose Education’s ever-expanding expertise within the teacher development sector 
• Collaborates with marketing and product teams on customer insights 
• Acts as first line for customer support 

Other responsibilities (may vary with candidate profile) 

• Analyses trends in customer behaviour to inform further process and product development 
• Works with the Product Director to develop each product’s proposition – including contributing to customer and market research 
• Build expertise in new sectors/markets as the business grows, ensuring product and business strategy is always aligned. 
• The role may also include elements of new business generation e.g. supporting sales calls as a product expert 
• Develops relationships with customers across all stages of the sales pipeline 
• We’re open to any ideas that will push the business forward 

Candidate Profile

• Passionate about using technology to enhance adult learning and training 
• Pro-active, self-starter – able to manage own workload 
• Excellent organisational skills – loves a good process. 
• Commercial mindset 
• Data-savvy 
• Keen problem-solver – balances theoretical understanding with practical implications  
• Action-oriented 
• Strong interpersonal skills – this is a customer-facing role 
• Team-player – we leave our egos at the door 

Experience

Though we welcome candidates from any background with a strong profile, it is likely that the successful candidate will either: 

1. Have experience as a teacher or working in teacher training OR 
2. Have experience as an account manager for an organisation working in the education sector 

If you happen to have both then even better! If you don’t have any career experience outside teaching, then you’ll need to demonstrate your commercial acumen through your cover letter and interview. 

Benefits

• Flexible working hours 
• Company provided Macbook 
• Remote working, with some travel expected to meet with the team and customers  
  • We meet as a team roughly once every half term, usually in/near Manchester 
  • Our customers are spread nationally, but most prefer to meet us online 
• 28 days holiday + bank holidays 
• Part-time possible depending on candidate  
• Joining a Team that values the whole individual. We will work to support you in your career growth and ability to maintain a healthy work-life balance.
• Company-wide incentivisation scheme with %age bonus. When the company does well, we believe the whole team should be rewarded.

Penrose Education is committed to safeguarding and promoting the welfare of children and young people. While this role will primarily be delivered outside of schools, we still expect all workers and employees to share this commitment. All appointments are subject to satisfactory pre-employment checks, including satisfactory Enhanced Criminal Records with Barred List check through the Disclosure and Barring Service (DBS).  

Please apply with a copy of your CV and a covering letter to Paul Mallaband: paul@penrose.education