Customer Experience Centre Manager

Job Description

Job Req ID: 57666

Posting Date: 14th April 2026

Function: Brand and Marketing

Location: London

Salary:

About the role

The Customer Experience Centre team are responsible for the end-to-end planning, organisation and delivery of third party and BT led events, customer workshops and product demos across Business. The Customer Experience Centre plays a huge part in the success of Business, building our brand, ensuring the target audience is engaged, delivering key messages and driving customer experience and perception of BT.

The CEC manager is responsible for managing the day to day running of the Aurora in our London headquarters including the team management, customer events, planning the demos and bringing the brand to life. The CEC is the jewel in our crown at BT and we need someone who is passionate about customer experience with one eye on our brand at all times to lead this space.

What you’ll be doing

• Lead and manage the CEC team to include:
• Management of third party and BT led events both in the CEC and wider if necessary from start to finish according to requirements, target audience and objectives
• Develop plan across the CEC that helps to drive the Brand and Marketing strategy
• Prepare budgets and ensure adherence
• Liaise with Senior stakeholders to agree objectives and content where relevant
• Analyse success and prepare reports, including ROI and improvements
• Work with PR team where necessary on key initiatives
• Lead on certain high profile events such as exec walk throughs, key account visits
• Management of major sales demos including customer engagement
• Build the CEC roadmap alongside portfolio and partner teams to excite customers with innovative technologies and drive customer visits
• Prepare comms for customer follow up post visit
• Collaborate with Field teams to ensure high customer take up of CEC assets

Essential Skills / Experience

• Strong event/project manager skills, with the ability to work with multiple stakeholders, across multiple projects, to achieve sign off and deliver within budget
• Ability to lead virtual teams from across marketing and sales to agree objectives and deliverables
• Strong stakeholder management to confidently collaborate with a wide range of people including senior leaders across Business
• Creativity to create successful and memorable brand and customer experiences
• Strong negotiation skills with agencies and third parties to ensure maximum value for money and return on investment
• Excellent time management skills and the ability to work under pressure
• Quick thinking, problem-solving skills and being able to make tough decisions that will enhance our customers experience and perception of BT

Desirable Skills / Experience

• Strong communication skills

• High level of project management and organisational skills

Strong communication skills

High level of project management and organisational skills

• Confident senior stakeholder management

Confident senior stakeholder management

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life. You can design the package to suit you and your lifestyle.

Your core benefits include.
• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

Ready to connect for good and help shape the future? Apply now.

With over 180 years of heritage, BT Business has brought together our best people and capabilities into a B2B powerhouse serving 1.2 million business customers in the UK

We’re a leader for secure connectivity and collaboration platforms for businesses of all shapes and sizes, from big household names and government departments, right through to sole traders and new start-ups. But it’s not just the technology that matters, it’s what it can do to help them build stronger, smarter, more secure businesses.

We are Customer-First Challengers, who are Committed, Clear and Connected. We value diversity and inclusion and believe in making a positive impact. We connect for good by championing digital inclusion and equipping people, businesses, and communities with digital skills to thrive.

As a member of our team, you will be part of an organisation that celebrates difference, fosters innovation and provides you with opportunities to be your best. With millions of businesses relying on us daily, joining BT means you can be part of a diverse and multi-skilled team that makes a significant impact to society.