We seek a CX Excellence Senior Manager to elevate customer satisfaction and loyalty in the Consumer Services sector. This strategic role involves leading initiatives to enhance customer touchpoints, streamline services, and drive a customer-centric culture.
Key Responsibilities
• Develop and implement customer experience strategies aligned with business goals.
• Analyze customer feedback and service metrics to identify areas for improvement.
• Design and optimize customer journey maps and service delivery processes.
• Foster a customer-centric culture and advocate for the customer voice in strategic decisions.
Requirements and Qualifications
• Bachelor’s degree in Business Administration, Marketing, or a related field (Master’s preferred).
• 7+ years of experience in customer service or experience management.
• Proven track record in leading successful CX programs or initiatives.
• Strong analytical skills with the ability to interpret data and generate insights.
• Proficiency in CRM tools and customer feedback platforms.
• Expertise in customer journey mapping and continuous improvement methodologies.
• Excellent communication and interpersonal skills for cross-functional collaboration.