Customer Experience Manager

• Developing and implementing strategies to enhance the customer experience.
• Conducting research and analysis to understand customer needs, preferences, and pain points.
• Designing and optimising customer journeys across multiple channels and touchpoints.
• Collaborating with cross-functional teams to ensure a unified approach to customer experience.
• Monitoring customer satisfaction metrics and feedback to identify areas for improvement.
• Implementing customer feedback systems and processes to capture and address customer concerns.
• Training and educating employees on delivering exceptional customer service.
• Resolving escalated customer issues and complaints in a timely and effective manner.
• Keeping up-to-date with industry trends and best practices in customer experience management.
• Measuring and reporting on key performance indicators related to customer experience.

Required Candidature:

• Strong understanding of customer experience principles and best practices.
• Proficiency in using customer feedback and survey tools.
• Excellent analytical skills to interpret customer data and identify trends.
• Strong problem-solving skills with the ability to address and resolve customer issues effectively.
• Clear and effective communication skills, both written and verbal, to interact with customers and internal teams.
• Ability to present customer experience insights and recommendations to senior management.
• Proven ability to lead and develop high-performing customer experience teams.
• Strong project management skills with the ability to manage multiple initiatives simultaneously