Senior Customer Experience Manager

Job Summary:

The Senior Customer Experience Manager is responsible for developing and implementing strategies to enhance the overall experience of Association owners and residents. This position focuses on ensuring high levels of customer satisfaction by managing and improving touchpoints across all customer interactions, especially within the experience officer's and team leaders' environment. The role requires strategic thinking, superior communication skills, and the ability to work collaboratively across departments.

• Strategic Planning: Develop and implement customer experience strategies to improve satisfaction and loyalty. Align these strategies with the company’s goals and objectives.
• Team Leadership: Lead, mentor, and develop a high-performing customer experience and experience officers team. Foster a team environment that ensures high levels of engagement and performance.
• Process Improvement: Identify and analyze customer experience touchpoints, propose enhancements, and oversee the implementation of processes to improve service delivery.
• Feedback Management: Design and manage feedback channels, surveys, and other tools to gather insights from owners and residents. Use this data to drive continuous improvement.
• Defect Management: Develop and implement systems to identify, track, and eliminate defects in customer experience processes. Set a target for reducing defects by 10% annually. Ensure root cause analysis is performed on recurring issues and that solutions are systematically applied.
• Quality Assurance: Establish and maintain quality assurance standards for all customer interactions. Implement regular monitoring and evaluation processes to ensure adherence to quality standards. Set targets for maintaining a quality score of 95% or above in all evaluations.
• Cross-Department Collaboration: Work closely with other departments, including Operations, Marketing, and Finance, to ensure a seamless and integrated customer experience.
• Communication: Develop and implement effective communication strategies to keep owners and residents informed and engaged.
• Performance Metrics and KPIs: Establish and track key performance indicators (KPIs) related to customer satisfaction, retention, service efficiency, customer experience operations, and defect management, including:
  • Customer Satisfaction Score (CSAT): Target of 90% or above.
  • Net Promoter Score (NPS): Aim for a score of 50 or higher.
  • First Call Resolution (FCR): Achieve a rate of 85% or higher.
  • Average Handle Time (AHT): Optimize to improve efficiency while maintaining quality.
  • Agent Utilization: Maintain an average utilization rate of 75-85%.
  • Service Level: Ensure at least 80% of calls are answered within 30 seconds.
  • Contact Center Efficiency: Strive for a cost-per-contact reduction of 5% annually.
  • Defect Rate: Reduce defects by 10% annually through systematic problem-solving and improvements.
  • Health KPI`s and OKR KPI`s : Kaizen agreed health  and OKR KPI`s
• Innovation and Improvement: Drive innovation by implementing new technologies and processes to enhance the customer experience and improve operational performance. Set targets for introducing at least two new customer service innovations annually.
• Training and Development: Oversee the creation and delivery of training programs to ensure staff are equipped to provide exceptional customer service.