Manager, Customer Experience

A leading company in the fashion industry is seeking an experienced and dynamic Manager, Customer Experience to oversee its customer support operations. This role focuses on designing effective services processes, leading a customer support team, and enhancing customer satisfaction through strategic initiatives. The ideal candidate has a customer-centric mindset, strong leadership abilities, and a proven track record in managing escalations and driving continuous improvement.

Key Responsibilities

1. Customer Service Operations:
   

• Oversee day-to-day operations of the customer support team (chat, email, escalations), ensuring efficient resolution of customer queries.
  
• Develop, implement, and refine customer service policies, standards, and processes.
  
• Monitor and analyze key performance indicators (KPIs), such as response times, resolution rates, and customer satisfaction scores, to evaluate service effectiveness.
  

• Lead, mentor, and develop a team of customer service representatives, providing training and feedback to enhance performance.
  
• Set performance goals for the team and individuals, conducting reviews and offering actionable insights for growth.
  

• Design and implement strategies to improve the overall customer experience across all touchpoints, from pre-sales to post-sales support.
  
• Collaborate with other departments (e.g., logistics, marketing, product) to ensure consistent and seamless customer experiences.
  
• Gather customer feedback, analyze pain points, and drive initiatives to improve service quality and satisfaction.
  

• Manage complex customer complaints and escalations, ensuring timely and effective resolution.
  
• Establish and maintain a clear escalation process to address critical issues promptly while keeping customers informed.
  

• Evaluate and implement customer service tools and technologies (e.g., CRM systems, chatbots, ticketing software) to enhance efficiency and quality.
  
• Ensure the team is equipped with the necessary tools and resources to excel in their roles.
  

• Generate regular reports on service performance, including trends, insights, and actionable recommendations for improvement.
  
• Present findings and recommendations to senior management, using data to support decision-making and demonstrate the impact of initiatives.
  

Qualifications

• Customer-Centric Approach: Demonstrated empathy, patience, and professionalism in customer interactions.
  
• Problem-Solving Skills: A strategic thinker with a proactive mindset for resolving challenges.
  
• Organizational Competencies: Strong organizational and time-management skills to maintain service excellence.
  
• Adaptability: Ability to stay flexible and responsive in a fast-paced, evolving work environment.
  

• Experience: Minimum of 4–5 years in a customer service leadership role, preferably in a fast-paced environment (e.g., e-commerce).
  
• Education: Bachelor’s degree in Business Administration, Communications, or a related field (Master’s degree is a plus).
  
• Technical Skills:
  
  • Proficiency with CRM systems and customer support tools (e.g., Zendesk, Freshdesk, Salesforce).
    
  • Strong analytical skills and the ability to translate data insights into actionable strategies.
    
• Leadership Abilities: Proven ability to lead, mentor, and develop teams.
  
• Communication: Excellent verbal and written communication skills with strong interpersonal abilities.
  
• Work Environment: Capability to manage multiple tasks and projects simultaneously in a high-pressure environment.