Customer Experience Manager

Responsibilities:

Lead and oversee the endtoend customer experience strategy ensuring alignment with organizational goals.

Develop and implement comprehensive customer service policies standards and procedures.

Analyze customer feedback and data to identify trends issues and areas for improvement.

Collaborate with crossfunctional teams to address and resolve customer challenges.

Conduct regular training sessions for customer service teams to enhance skills and knowledge.

Implement customer satisfaction surveys and monitor key performance indicators.

Create and manage programs to recognize and reward exceptional customer service.

Act as a liaison between customers and internal departments to streamline communication.

Requirements:

Possess a bachelors degree in business Marketing or a related field.

Accumulate a commendable year of experience as a Customer Experience Manager or in a similar role.

Demonstrated success in designing and implementing effective customer service strategies.

Strong analytical skills to interpret customer data and derive actionable insights.

Excellent leadership communication and interpersonal skills.

Skills:

Strategic Leadership: Lead and oversee the customer experience strategy aligning with organizational goals.

Policy Development: Develop and implement comprehensive customer service policies standards and procedures.

Data Analysis: Analyze customer feedback and data to identify trends and areas for improvement.

CrossFunctional Collaboration: Collaborate with teams to address and resolve customer challenges.

Training: Conduct regular training sessions for customer service teams to enhance skills and knowledge.

Performance Monitoring: Implement customer satisfaction surveys and monitor key performance indicators.

Recognition Programs: Create and manage programs to recognize and reward exceptional customer service.

Liaison: Act as a liaison between customers and internal departments to streamline communication.

Preferred:

Attainment of a masters degree in business Marketing or a related field showcasing advanced expertise.

Certification in Customer Experience Management or related areas.

Proven experience in successfully improving customer satisfaction metrics.

Participation in industry conferences and ongoing professional development initiatives.