Customer Experience Manager

Key Responsibilities:

Team Leadership: Lead, mentor, and manage a team of customer care representatives, ensuring high performance, engagement, and job satisfaction.

Customer Support Management: Oversee customer support operations, ensuring all customer inquiries, complaints, and issues are handled promptly and effectively.

Process Improvement: Identify areas of improvement in the customer service process and implement strategies for increasing efficiency and satisfaction.

Customer Experience Enhancement: Develop initiatives to improve the overall customer experience, ensuring our services align with customer expectations and industry best practices.

Escalation Management: Act as an escalation point for complex or unresolved customer issues, ensuring they are addressed and resolved effectively.

Performance Monitoring: Track key performance indicators (KPIs) such as response times, resolution times, customer satisfaction (CSAT), and customer retention. Implement corrective actions as needed to improve performance.

Training & Development: Provide ongoing training and professional development opportunities for customer care team members, ensuring they are well-equipped to deliver top-tier service.

Reporting & Analysis: Generate regular reports on customer service metrics, customer feedback, and team performance. Present insights and recommendations to senior management.

Cross-Department Collaboration: Work closely with other departments (sales, marketing, product development, etc.) to ensure alignment and resolve customer concerns effectively.

Policy & Procedure Development: Develop, implement, and review customer service policies and procedures, ensuring consistency and quality in customer care.

Required Skills and Qualifications:

Bachelor's degree in Business Administration, Communications, or a related field (preferred).

Proven experience (3+ years) in customer service or customer care management, preferably in a leadership role.

Strong leadership skills with a focus on team building, motivation, and performance management.

Exceptional communication and interpersonal skills.

Excellent problem-solving skills and the ability to handle escalated customer issues with empathy and professionalism.

Strong organizational and time-management skills.

Experience with CRM tools and customer service management software.

Ability to analyze customer service data and create actionable reports and insights.

Preferred Skills:

Experience with customer service frameworks (e.g., Service Level Agreements, CSAT, NPS).

Proficiency in data analysis and reporting tools (Excel, Google Analytics, etc.).

Knowledge of call center operations or multi-channel support systems (email, live chat, social media).

Project management experience is a plus.