Senior Manager Customer Experience

Customer Experience & Loyalty Management

• Design, implement, and optimize

  customer experience strategies

  across all touchpoints.
• Manage and enhance

  loyalty programs

  , ensuring they drive retention and engagement.
• Oversee

  CRM, PRM, and ERM systems

  to ensure data accuracy and actionable insights.
• Collaborate with banking partners and internal teams to deliver superior customer service.

Team Leadership

• Lead and mentor a team of customer experience professionals.
• Foster a culture of innovation, collaboration, and continuous improvement.
• Set clear KPIs and monitor team performance to achieve organizational goals.

Innovation & Continuous Improvement

• Identify emerging trends and technologies to enhance customer engagement.
• Develop and implement

  innovative solutions

  at regular intervals to improve customer satisfaction.
• Use analytics and feedback to refine strategies and deliver measurable results.

Stakeholder Management

• Work closely with marketing, operations, and technology teams to align customer experience initiatives.
• Build strong relationships with external partners and vendors for program execution.

Audit & Compliance

• Manage internal and external audits related to procurement, data processing, and reconciliation.
• Ensure compliance with organizational policies and regulatory requirements.
• Prepare and maintain documentation for audit readiness.

YOUR PROFILE

• Experience: 10+ years in procurement operations, client order processing, and data management within technology-driven or e-commerce environments.

Expertise:

• Managing purchase orders, inventory control, and API-based procurement tracking.
• Handling client data processing, reconciliation, and ledger management across multiple platforms.
• Leading platform testing and implementation for new features and system enhancements.

Skills:

• Strong analytical and problem-solving abilities for data accuracy and compliance.
• Proficiency in reconciliation processes and audit readiness.
• Excellent stakeholder communication and ability to collaborate with tech and operations teams.

Leadership:

Key Competencies

• Advanced Analytics & Data Interpretation
• Procurement & Inventory Management
• Client Order Processing & Reconciliation
• Platform Testing & Implementation
• Compliance & Audit Management
• Leadership & Team Development

• Automation & Process Optimization:

  Implement advanced automation for procurement and client data workflows to reduce manual intervention and errors.

• Platform Innovation:

  Drive testing and rollout of new platform features to enhance efficiency and scalability.

• Data Integrity & Compliance:

  Strengthen reconciliation processes and ensure compliance with regulatory and audit requirements.

• Analytics-Driven Decisions:

  Use data insights to improve procurement forecasting, inventory accuracy, and client order fulfillment.

• Cross-Functional Collaboration:

  Align operations with technology and finance teams for seamless integration and reporting.