Customer Experience MANAGER
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Key skills for this role
Role Overview
Lead strategic initiatives that enhance customer satisfaction, engagement, loyalty, and business performance.
Analyze customer feedback and behavior and improve experiences across all customer touchpoints.
Collaborate with marketing, sales, operations, product, and service teams to address customer needs.
Key Skills for This Role
Full Job Posting
Role Description
Lead strategic initiatives that enhance customer satisfaction, engagement, loyalty, and business performance.
Analyze customer feedback and behavior and improve experiences across all customer touchpoints.
Collaborate with marketing, sales, operations, product, and service teams to address customer needs.
Responsibilities
- Monitor customer experience metrics and service performance indicators.
- Develop service standards and manage customer feedback programs.
- Identify customer pain points and support customer journey mapping.
- Develop and implement customer experience strategies and improvement initiatives.
- Drive continuous improvement through cross-functional collaboration.
Qualifications
- Bachelor’s degree or above in Business, Marketing, Communications, Hospitality, or a related discipline.
- Strong understanding of customer experience, customer journey management, service quality, and customer engagement.
- Ability to interpret customer data and feedback with strong analytical and problem-solving skills.
- Strong communication, leadership, presentation, stakeholder management, project management, and collaboration abilities.
- Proficiency in Microsoft Office and familiarity with CRM, CX, or customer analytics platforms.
- Customer-centric, strategic, proactive, and results-oriented mindset.
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