Customer Experience Manager

Our client, one of the largest global providers of logistics in the beverage sector, consumer goods, clothing, machinery, and petroleum products, has an immediate opening for a Customer Experience Manager. This is located on-site in their Jamaica NY, office.

The person in this role is responsible for building relationship with clients and seeking feedback in order to improve client experience and translate the feedback to actions within the organization for effective and efficient resolution. The CEM contributes to both external customer satisfaction and internal satisfaction, including the flow of communication between multiple departments.

The position serves both USA and Global functions and is a key role in the continued enhancement of the Company s brand in terms of the customer experience.

The CEM develops processes for each step of the customer lifecycle.

Responsibilities include, but are not limited to:

• Integrate CRM and financial data to maintain consolidated customer account information and value to the company
• Liaise with marketing, sales and advertising to develop programs to enhance the brand and customer experience
• Assist company managers in overseeing the delivery of high-quality customer service to clients
• Organize projects and initiatives that enlighten company staff to improve customer interactions and develop better decision making to enhance the customer experience and company profits
• Utilize CRM tools to enhance customer loyalty and create recommendations on improvements
• Develop and utilize social media platforms in reaching customers and enhancing the company s brand
• Attend seminars, workshops, and conferences to continually improve job and industry knowledge
• Reporting to the Global CEO, Director of Business Development and Regional Director for USA.

This company offers excellent comprehensive benefits, 401K, PTO, and career growth based on performance.