Customer Experience MANAGER

Role overview

Key responsibilities

• Analyze customer feedback, behavior, and service data and identify experience gaps.
• Map customer journeys, identify pain points, and define improvement opportunities.
• Develop initiatives that improve customer satisfaction and retention.
• Collaborate with Sales, Marketing, Product, Operations, and Customer Support.
• Establish customer experience metrics and develop reporting dashboards.
• Manage improvement projects and provide actionable insights to management.
• Develop service standards, improve customer communication, and drive continuous improvement.

Qualifications

• Bachelor’s degree or higher in Business, Marketing, Communications, Management, Psychology, or a related discipline.
• Strong understanding of customer experience, customer journey management, service quality, and customer engagement.
• Excellent analytical and problem-solving skills with a customer-centric and data-driven mindset.
• Ability to analyze feedback, behavioral data, satisfaction metrics, and service performance.
• Strong project management and cross-functional collaboration skills.
• Excellent communication, presentation, negotiation, and stakeholder management abilities.
• Familiarity with CRM platforms, customer analytics tools, survey platforms, and reporting systems.
• Strong understanding of customer journey mapping and service improvement methodologies.
• Highly organized, proactive, empathetic, and detail-oriented.
• Strong commercial awareness and commitment to customer satisfaction and continuous improvement.