We are seeking a strategic and results-driven Customer Experience Manager to lead operational excellence across all customer touchpoints. This is a high-impact managerial role for professionals with experience in customer service operations, process improvement, and service delivery.
You will design, implement, and optimize processes that enhance customer satisfaction, loyalty, and retention. This role is operationally focused and does not involve marketing, HR, or administrative management.
Key Responsibilities
Customer Experience Strategy & Operations
- Lead the design and implementation of initiatives that improve customer satisfaction and loyalty.
- Map and analyze customer journeys to identify pain points and process inefficiencies.
- Establish measurable KPIs and monitor performance to drive continuous improvement.
Team Leadership & Development
- Supervise and mentor customer-facing teams to deliver exceptional service.
- Build a culture of accountability, ownership, and customer-centricity.
- Monitor team performance and implement improvement strategies based on operational metrics.
Process & Performance Management
- Standardize and optimize service delivery processes to ensure consistency and efficiency.
- Implement tools and systems that improve customer interactions and operational workflows.
- Collaborate with cross-functional teams to ensure alignment with organizational objectives.
Insights & Reporting
- Collect, analyze, and report on customer feedback, complaints, and operational metrics.
- Translate insights into actionable recommendations for improving service quality and operational efficiency.
- Serve as the voice of the customer in strategic and operational decision-making.
Qualifications & Experience
- Bachelor’s degree in Business Administration, Operations Management, or a related field is required.
- Master’s degree (MBA, Operations, or related field) preferred.
- 5–10 years of experience in operational or customer experience management, preferably in a high-volume or client-centric environment.
- Proven track record in leading teams, improving processes, and driving operational excellence.
- Experience with CRM or customer service management tools is an advantage.
Core Competencies
- Strategic and operational thinking
- Leadership and team development
- Process improvement and efficiency
- Data-driven decision-making
- Strong communication and interpersonal skills
- Customer-focused mindset
