Customer Support Manager

Our client is seeking to hire a highly motivated and experienced Customer Experience Manager to join their team. This individual will lead operations focused on delivering exceptional bestinclass customer experiences.

Tasks

• Manage the customer support function and implement processes to enhance customer satisfaction loyalty and overall brand perception while supporting the Customer Experience Team and business strategy.
• Develop and implement a customer experience strategy aligned with the organizations overall goals and objectives.
• Define the desired customer journey touchpoints and service standards to create a consistent and positive customer experience.
• Lead and manage a team of customer experience professionals including hiring training and performance management.
• Utilize customer feedback market research and data analytics to gain insights into customer needs preferences and pain points. Translate insights into actionable strategies to improve the customer experience.
• Identify areas for process improvement within the customer experience. Streamline processes remove bottlenecks and implement best practices to enhance efficiency and effectiveness.
• Collaborate with other departments such as marketing sales product development collections fraud and operations to align customer experience initiatives with overall business objectives.
• Develop and implement strategies to engage customers throughout their journey fostering loyalty and advocacy. Identify opportunities for personalized interactions proactive communication and valueadded services.
• Define and track key performance indicators (KPIs) related to customer experience such as customer satisfaction scores Net Promoter Score (NPS) customer retention and lifetime value. Analyze data to measure performance identify trends and drive continuous improvement.
• Stay up to date on emerging technologies and trends in customer experience management. Leverage technology such as CRM systems artificial intelligence (AI) and automation to enhance the customer experience and drive operational efficiency.
• Develop training programs to equip employees with the skills and knowledge required to deliver exceptional customer experiences.

Requirements

• Minimum 5 years of Customer Support Experience in Banking and Finance in the credit cards and/or microloans areas.
• Minimum 5 years of related supervisory/management experience required to motivate and develop direct reports as well as assess new talent.
• Experienced in providing leadership to others regarding workrelated systems.
• Bachelors Degree Preferred or Similar Education
• Written and verbal fluency in English Ability to speak German would be considered an asset
• Strong strategic thinking and ability to execute customer experience strategies
• Proven leadership experience in customer experience customer service or contact center management
• Deep understanding of customer experience strategies methodologies and best practices
• Excellent leadership and people management skills; ability to motivate and inspire a team
• Strong communication and presentation skills; ability to influence and collaborate with all levels of stakeholders
• Project management skills; ability to drive crossfunctional initiatives
• Ability to thrive in a fastpaced dynamic environment and manage multiple priorities effectively