Customer Champion

Key Responsibilities

• Monitor and analyse customer feedback, sentiment, CSAT, and quality metrics across multiple channels, producing clear and actionable insights and reports for CX and management teams.

• Engage directly with customers via phone and email to gather feedback on cases, support experience recovery, and build positive, long‑term end‑user relationships.

• Act as a point of escalation for complex or high‑risk (“rescue”) customer cases, proactively intervening to de‑escalate issues and recover deteriorating customer experiences.

• Oversee global RMA activity to ensure cases progress in line with agreed SLAs, escalating risks or delays where required. 

• Identify recurring issues, trends, and improvement opportunities, collaborating cross‑functionally to address root causes and enhance the end‑to‑end customer journey. 

• Support the rollout, adoption, and effective use of CX tools, platforms, and AI‑driven support workflows, including testing, optimisation, maintenence and feedback.

• Share customer‑driven insights and best practices to support coaching and continuous improvement within the CX team. 

• Contribute to CX management initiatives and provide ad‑hoc operational support as required to maintain effective day‑to‑day operations.

Skills, Knowledge and Expertise

• Proven experience in customer support and operations coordination.

• Experience working cross‑functionally and communicating with executive management.

• Strong analytical skills with the ability to interpret data and present actionable insights (CSAT, Sentiment, Quality).

• Excellent organisational and communication skills, with a focus on empathy.

• Good understanding of all inMusic products, their utilities and general application.

• Ability to identify problems, propose solutions, and drive continuous improvement.

• Ability to coach or support peers by sharing best practices and customer‑driven insights. 

• Confidence working in a global, multi‑brand environment with diverse customer needs and expectations.

• Proven experience managing and rescuing complex, sensitive, or high‑risk customer cases, including de‑escalation and recovery of deteriorating customer relationships. 

• Experience with AI tools and modern CRM solutions (e.g. Freshdesk and AI‑assisted support platforms).

• Willingness to travel occasionally for team workshops, stakeholder alignment, or training (approx. 10%)

Benefits

• 24 days annual leave (plus public holidays)
• Private healthcare
• Pension scheme
• inMusic UK Employee Assistance Programme
• Cycle To Work scheme
• Staff discount on inMusic products (for personal use only)
• £1,000 annual allowance for training and development
• Sick pay