CX & UX Manager

Job Title: CX & UX Manager

Location: Bracknell

Salary: £42,000 per annum

Job Type: Full-time, Permanent

About BSRIA:

Founded in 1955, BSRIA is an ISO 9001Registered test, instruments, research and consultancy organisation, providing specialist services in construction and building services.

As a non-profit distributing, member-based association any profits made are invested in our on-going research programme, producing industry recognised best practice guidance.

We employ over 160 people at our head office in Bracknell (UK), at BSRIA North in Preston, at regionally based construction compliance offices throughout the UK; at offices in France, China, USA.

About The Role:

The CX and UX Manager is responsible for ensuring a seamless and engaging customer experience across all touchpoints. This role combines customer experience (CX) strategies with user experience (UX) design principles to enhance customer satisfaction, usability, and overall business performance. The CX and UX Manager will work closely with various departments to integrate customer insights, design, and metric-driven decisions to develop a tailored approach and clear process.

Exciting work you will be doing:

Website Management:

• Map out the customer and user journeys, identifying key touchpoints and areas for improvement
• Develop strategies to enhance the experience at each stage of the journey
• Oversee the day-to-day operations of the company website
• Collaborate with designers, developers, and content creators to ensure the website is visually appealing, functional, and up-to-date
• Implement and monitor SEO strategies to improve website visibility and search engine rankings
• Analyse website traffic and user behaviour using tools like Google Analytics and provide regular performance reports
• Ensure website security, troubleshoot issues and coordinate with our IT team and agency for timely resolutions
• Manage website content updates, including product information, blog posts, and multimedia content
• Optimise the website UX across all devices

CRM Management:

• Manage the company’s CRM system to ensure data accuracy and integrity
• Customise and configure the CRM to meet the specific needs of the business units
• Develop and implement CRM strategies to improve customer retention and satisfaction
• Train and support staff in the use of the CRM system

Integration and Automation:

• Integrate the website with CRM and other third-party systems to ensure seamless data flow and process automation.
• Implement marketing automation tools and workflows to enhance customer engagement and lead nurturing

Collaboration and Communication:

• Work closely with the marketing team to align CX and UX strategies with overall business objectives
• Liaise with external vendors and agencies for web development, product design, and other digital marketing services – ensuring usability principles are applied to enhance the overall CX.
• Communicate effectively with stakeholders to gather requirements and provide project updates.

Customer Satisfaction:

• Conduct research to gather insights on customer needs, preferences and behaviours to inform CX and UX strategies.
• Work with key stakeholders to improve and streamline the customer feedback process – providing a ‘single view’ of the customer.
• Identify emerging trends and pain points and implement changes to improve CX and UX.
• Develop and implement strategies to increase customer retention and loyalty.
• Advocate for customer and user needs in decision-making processes – VoC.

About you:

Skills Required:

• 3-5 years of experience in a similar role
• Strong analytical skills with the ability to interpret data and generate actionable insights
• Excellent project management and organisational skills
• Proficiency in HTML, CSS, JavaScript, and content management systems (e.g., WordPress)
• Experience with CRM platforms (e.g., Salesforce, HubSpot, Access, MS Dynamics) and marketing automation tools
• Strong communication and interpersonal skills
• Ability to work independently and as part of a team
• Knowledge of best practice digital marketing principles
• Understanding of data protection regulations (e.g., GDPR)
• Experience with e-commerce platforms and online payment systems
• Familiarity with A/B testing and conversion rate optimisation (CRO) techniques

Qualification(s) Required

• Degree in Marketing, Business Studies, Economics, Sociology, Information Technology, Computer Science, or a related field
• Certification in relevant CRM platforms (e.g., Salesforce Administrator, HubSpot Certification)

What BSRIA can offer you:

BSRIA do offer a wide range of benefits and perks available to candidates.

More information including a full job description will be sent in an email upon applying.

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with the experience or relevant job titles of: Marketing Manager, Senior Marketing Executive, Senior Marketing Officer, Service Delivery Manager, Client Services, Client Support, Customer Relationship Manager, Client Services Manager, Client Relationship Manager, UX Manager, CRM Manager, IT Manager, Business Manager, IT Project Manager may also be considered for this role.