Customer Experience Manager

Responsibilities
• Make sure customer challenges and complaints surveys are carried out continuously in order to produce timely, up to date information about customer experience across all areas of the business
• Develop, and lead the Experience (CX) team at MaxAB to deliver forward-looking customer and vendor experience trends and meet the strategic objectives.
• Make sure that learning from complaints is shared within the organization as well as with contractors, partners and if appropriate, publicized.
• Identify gaps and create solutions to make initiatives applicable if needed.
• Oversee and undertake other activities as required in order to gauge customer feedback and make sure that this is used effectively. This will include postal surveys, one-to-one interviews and focus groups, and on-line methods of engagement, including the use of social media.
• Monitor the activities of the customer service team to ensure compliance with acceptable standards of customer service.
• Conduct studies and research to discover new techniques necessary for improving customer and Vendor experience.
• Implement and Evaluate Pilot project initiatives ROI and implications of rolling out.
• Plan, implement and lead the Customer and vendor experience Projects.
• Customer Experience projects.
• Plan and implement the CX Projects.