Manager - Customer Experience

As a Customer Experience Manager, your primary focus will be to enhance customer interactions, improve satisfaction levels, and drive customer loyalty. You will be responsible for analyzing customer feedback, optimizing processes, and ensuring a seamless end-to-end customer journey across all touchpoints. Your key responsibilities will include developing and implementing strategies to enhance the overall customer journey across multiple channels. You will ensure a seamless and personalized experience at every touchpoint, from onboarding to post-purchase interactions. Identifying and resolving pain points in the customer journey to boost satisfaction and retention will also be a crucial aspect of your role. Monitoring key metrics such as NPS, CSAT, and Customer Effort Score (CES) to measure experience quality, as well as gathering and analyzing customer feedback from surveys, reviews, and social media to identify trends and areas for improvement will be integral to your work. Collaborating with product, marketing, and customer support teams to address customer concerns and improve overall customer support and engagement will also be part of your responsibilities. You will work closely with the Customer Support team to ensure timely issue resolution, improve self-service options like FAQs, chatbots, and knowledge bases, and develop training programs for support teams to enhance communication and problem-solving skills. Leveraging CRM tools and automation to enhance customer interactions, identifying areas for process improvements that reduce customer effort and enhance efficiency, and advocating for new features or product enhancements based on customer insights will also be important tasks. Cross-functional collaboration will be key in this role, as you will work with Marketing to align messaging and branding with customer expectations, partner with Sales to ensure smooth onboarding and post-sale engagement, and collaborate with cross-functional teams to incorporate customer feedback into product development. To be successful in this role, you should have a Bachelor's degree in Business, Marketing, Customer Experience, or a related field, along with 5-7 years of experience in Customer Experience & Customer Success roles. A strong understanding of customer journey mapping and CX best practices, experience with CRM software (Salesforce, Zendesk, HubSpot, etc.), and the ability to analyze customer feedback, thoughts, and data to drive improvements are essential. Excellent communication and problem-solving skills, as well as knowledge of automation and AI-driven CX tools, will be beneficial. This is an exciting opportunity for someone passionate about enhancing customer experiences and driving customer loyalty.,