Customer Experience Manager

Job Description

Role & responsibilities CUSTOMER EXPERIENCE MANAGER You will turn customers into long-term brand advocates by delivering world-class support, proactive communication, and personalized wellness experiences. Key Responsibilities Customer Journey Optimization - Own and enhance the entire customer experience cycle from inquiry to post-purchase. - Develop educational content (onboarding guides, video tutorials, webinars). - Implement customer feedback loops to improve products & services. Customer Support & Service Excellence - Set up & manage multi-channel support (WhatsApp, Email, Calls, Social Media). - Reduce response & resolution times by optimizing SOPs. - Build a pre-written FAQ & response database to streamline common queries. - Train & manage a customer support team to ensure 100% satisfaction. Retention & Loyalty Programs - Develop a customer loyalty & referral program to drive repeat purchases. - Track Net Promoter Score (NPS) & Customer Satisfaction (CSAT) to measure success. - Identify customer pain points & collaborate with product & marketing teams to improve engagement. After-Sales & Warranty Support - Implement a smooth returns, maintenance & warranty process for ice baths, saunas, and red light therapy panels. - Work with the Product & Operations Team to ensure quick service resolution. - Track product defects, return rates, and service tickets to enhance quality control. CRM & Data-Driven Customer Insights - Implement & manage a Customer Relationship Management (CRM) system (HubSpot, Odoo, Zoho). - Use customer data & AI automation to personalize interactions & increase engagement. - Analyze buying behavior to predict & drive repeat purchases. Community Building & Brand Advocacy - Engage with customers through social media, wellness events, and email marketing. - Encourage & manage user-generated content (testimonials, reviews, transformation stories). - Convert satisfied customers into brand ambassadors through influencer referral programs.