About this role
Reporting to the Global Head of CX Team & CX Strategy, the Customer Champion is responsible for safeguarding the customer experience across all inMusic brands by proactively monitoring customer sentiment, intervening in high‑risk or escalated cases, and translating customer insights into actionable improvements for the business. Acting as a key bridge between end users and internal stakeholders, the Customer Champion works cross‑functionally with internal teams to identify trends, drive corrective actions, and improve overall CSAT and customer loyalty. This role combines day‑to‑day customer advocacy with responsibility for supporting and improving CX tools and AI‑driven support workflows, while helping surface actionable customer insights. 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.