Customer Experience Manager

Our client is committed to diversity and believes that all employees should feel a sense of belonging within the organization. As a fundamental principle, each individual has the duty to contribute to and sustain an inclusive environment. The organization also believes that laws, regulations, and business practices should uphold the principles of diversity, inclusion, and equality. While laws may vary in the countries where they operate, the company remains dedicated to maintaining an inclusive and diverse workplace—where individuals can be themselves and excel both professionally and personally.

Responsibilities:

• Responsible for setting the strategy and operating a world class Command Center for our customers experience across all digital channels.
• Manage a team of initially 4 operations specialists.\
• Developing and implementing strategies to improve customer interactions across multiple touchpoints and channels
• Analyzing customer feedback, surveys, and data to identify customer pain points and different ways to improve the customer journey and create a positive experience
• Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives
• Designing and implementing customer service standards and guidelines to ensure consistent and exceptional service delivery for building customer relations
• Training and educating staff on customer-centric approaches and best practices to foster a customer-focused culture throughout the organization
• Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to senior management and stakeholders

Requirements:

• Experience in working for large organizations and handling complex projects
• For measuring the performance and satisfaction of our customers and users, using various tools and methods such as surveys, feedback, analytics, and social media and configure the experience tracking toolset
• A minimum of a Bachelor’s degree in business administration, marketing, business management, communications, or a related field is beneficial but not required (a Master’s degree is preferred)
• Certifications in customer experience management, such as Certified Customer Experience Professional (CCXP), are advantageous to show a commitment to the field and continuous learning