Manager Customer Excellence

The Customer Excellence Manager is responsible for overseeing various aspects of customer data integrity, contract management, customer satisfaction metrics, and engagement initiatives. This role requires strong collaboration skills, strategic thinking, and a passion for enhancing customer experiences. You will collaborate with regional teams to ensure the completeness and accuracy of customer and outlet master data. You will implement processes and best practices for data governance that maintain high data quality standards. Additionally, you will work closely with regional teams to ensure all customer contracts for the forthcoming year are signed according to the defined Delegation of Authority Guidelines (DAG) and monitor contract timelines to ensure compliance. As the Customer Excellence Manager, you will lead the customer Net Promoter Score agenda from strategy definition to response capture. You will collaborate with stakeholders to analyze feedback, identify trends, and develop actionable insights to enhance customer satisfaction. Furthermore, you will define the vision and guidelines for the Customer Engagement program, oversee its execution, and foster deeper customer relationships based on established guidelines. You will engage with relevant stakeholders across the organization to share insights, drive alignment, and implement customer experience improvement initiatives. You will devise strategies to cultivate a culture of customer-centric teams, empower employees to prioritize customer needs, and foster collaboration between teams to ensure that customer insights and feedback are integral to decision-making processes. Additionally, you will analyze the effectiveness of customer growth and engagement strategies through various studies, recommend enhancements, and improve customer interaction outcomes. You will also develop and maintain reports and dashboards that track key customer metrics, NPS trends, and program outcomes, providing regular updates to leadership and stakeholders. The ideal candidate should have a Bachelor's degree in business administration, Marketing, or a related field, with a master's degree preferred. Proven experience in customer relationship management, customer success, or a related field is required. Key skills for this role include demonstrated project management skills, excellent communication and interpersonal skills, strong analytical thinking and problem-solving skills, experience in Excel, working collaboratively with cross-functional teams, managing complex projects, adaptability to changing priorities, strong organizational and time management skills, and experience in NPS methodology and customer engagement programs is highly desirable.,