Customer Excellence Manager
Customer Excellence Manager
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Job Description
As a Customer Excellence Manager you will work with the Operations teams in ensuring that the function delivers exceptional experience to its customers. The customer excellence manager will be a part of the functional leadership team and help integrate across partner excellence insights and performance transformation and automation and functional operational excellence. Ultimately your goal is to cultivate longterm customer loyalty by consistently delivering value and going above and beyond. Your performance will be measured against process performance as well as improved customer satisfaction.
Key Accountabilities
Integrating all projects and programs that impact the function you are supporting and be a voice into the function and the voice of the function in other forums
Joint Ownership of ensuring closed looping on all actions from partner forums and creation of data and insights for the engagement forums
Monitoring business performance and working with the functional leadership and functional opex to drive continual improvement.
Support the function in service recovery plans and roadmap to recover on missed metrics
Developing a strategic partnership roadmap aligned with goals and strategize ways to grow current collaborator relationships.
Support the functional leader in monitoring and meeting the performance contract for the function
Be the single source of data and inputs for the function into all strategic reports and dashboards working together with the function and under the guidance of the functional leader
Translate all data and insight requirements of the function into formal demand to help the relevant teams complete these
Hold all teams supporting the function to account on their work youre doing.
Qualifications Competencies & Attitude
- Bachelors degree or equivalent experience in business administration operations management or a related field. Masters degree or equivalent experience preferred.
- Validated experience 5 years in operational excellence and service excellence roles and a total work experience of 15 years
Interested can contactOR email resume to
Customer Excellence Manager,BPO,Customer,Salesforce,Genesys,SAP,Order to Cash,celonis,Minitab,Customer promise execution,Customer Segmentation,Customer Service Design
Employment Type
Full Time
