Customer Experience Manager

The Customer Experience Manager will oversee the entire Customer Experience department, ensuring that all customer interactions are handled efficiently and satisfactorily.

Job Title: Customer Experience Manager

Reporting Line: General Manager

Job Summary: The Customer Experience Manager will oversee the entire Customer Experience department, ensuring that all customer interactions are handled efficiently and satisfactorily. The role involves strategic planning, management, and execution of customer service initiatives to enhance customer satisfaction and loyalty.

Duties and Responsibilities:

• Lead and manage the Customer Experience (CEX) department to ensure high levels of customer satisfaction.
• Develop and implement customer service strategies, policies, and procedures.
• Monitor and evaluate the performance of customer service teams, ensuring adherence to service standards.
• Address and resolve escalated customer issues promptly and effectively.
• Coordinate with other departments to enhance customer experience and resolve service issues.
• Analyze customer feedback and data to identify areas for improvement and implement necessary changes.
• Prepare and present regular reports on customer service metrics and department performance to senior management.
• Ensure continuous training and development of customer service staff to maintain high performance and service quality.

Key Stakeholder Relationships: General Manager, Supervisors, System Admin, Customer Service Representatives (CSRs), and other department heads.

Working Conditions: Office environment with occasional requirements to visit customer sites or attend external meetings. May require working outside regular hours to address urgent issues or meet deadlines.

Prerequisites:

• Bachelor's degree in Business Administration, Management, or a related field.
• Minimum of 5 years of experience in customer service management.
• Strong leadership and communication skills.
• Proven track record of developing and implementing successful customer service strategies.
• Ability to analyse data and make informed decisions.
• Proficiency in customer service software and tools.