CX Vendor Manager

TL;DR

CX Vendor Manager: Managing strategic technology and service vendors that enable customer experiences with an accent on customer outcomes, NPS improvement, and journey enhancements. Focus on defining SLAs linked to customer metrics, leading performance reviews, and influencing vendor roadmaps for innovation.

Location: GBR-London-BTHQ One Braham

Company

hirify.global is the world’s first telco, investing in full fibre broadband and 5G to revolutionise connectivity and customer experience in the UK.

What you will do

• Manage vendors with focus on customer satisfaction, effort reduction, and journey improvements, championing the voice of the customer in discussions and roadmaps.
• Own relationships with key vendors like Medallia, aligning them to business priorities and identifying opportunities for enhanced customer insights and service delivery.
• Define and track SLAs, KPIs tied to customer outcomes (CSAT, NPS, resolution times), lead QBRs, and manage risks and escalations.
• Collaborate cross-functionally with Customer Experience, Technology, Operations, Procurement, Digital Data, and Sales teams to embed vendor solutions in customer journeys.
• Support contract negotiations, renewals, and contribute to wider vendor strategy, performance analysis, and building new partnerships.

Requirements

• Proven experience in vendor or supplier management in customer experience technology or digital environments.
• Strong understanding of customer experience principles, metrics (e.g. NPS, CSAT), and journey-based thinking.
• Experience with enterprise platforms like Medallia and ability to translate technical/commercial discussions into customer impact.
• Strong stakeholder management and communication skills.

Nice to have

• Experience in CX platforms, CRM, or service management ecosystems.
• Familiarity with CX measurement frameworks (NPS, CSAT, CES).
• Experience influencing vendor roadmaps or co-creating solutions.

Culture & Benefits

• Flexible working options including job share, reduced hours, or other flexible arrangements.
• Reasonable adjustments for selection process.
• Commitment to diverse, inclusive workplace encouraging applications even if not meeting every requirement.