The Role
Lead development and execution of customer experience strategy, manage customer service/contact-centre teams, map customer journeys, monitor satisfaction and service KPIs, handle escalations, implement CRM/support systems, analyze feedback to drive improvements, coordinate across functions, and ensure compliance with consumer protection and data-privacy requirements.
Summary Generated by Built In
On behalf of our client, we are seeking a customer-focused and analytical Customer Experience Manager to develop and implement strategies that improve customer satisfaction, loyalty, and retention across all customer touchpoints.
The successful candidate will lead customer-service operations, analyse customer feedback, improve service processes, and work with different departments to create a consistent and positive customer experience.
Key Responsibilities
- Develop and implement the organisation’s customer experience and service-delivery strategy.
- Define customer-service standards and ensure their consistent application across all channels.
- Map the customer journey and identify opportunities to improve customer interactions.
- Lead and develop customer service, contact centre, or customer support teams.
- Monitor customer satisfaction, retention, response time, resolution time, and service-quality indicators.
- Establish systems for collecting, analysing, and responding to customer feedback.
- Manage escalated complaints and ensure timely and satisfactory resolution.
- Identify recurring service issues and coordinate corrective actions with relevant departments.
- Collaborate with technology, operations, marketing, product, and commercial teams to improve the customer experience.
- Develop service-level agreements, escalation procedures, and customer-support guidelines.
- Use customer data and insights to recommend service and product improvements.
- Support the implementation and improvement of CRM and customer-support systems.
- Prepare customer experience reports and present recommendations to management.
- Design customer service training, coaching, and quality-assurance programmes.
- Promote a customer-centric culture throughout the organisation.
- Ensure compliance with applicable consumer-protection and data-privacy requirements.
Requirements
- Bachelor’s degree in Business Administration, Marketing, Communications, Customer Experience, or a related discipline.
- Professional training in customer experience, service management, or contact-centre operations is preferred.
- A master’s degree or relevant professional certification will be an added advantage.
- At least seven years of experience in customer service, customer experience, or contact-centre operations.
- A minimum of three years’ experience in a managerial or team-leadership position.
- Previous experience within technology, telecommunications, financial technology, e-commerce, or another service-driven industry.
Benefits
- Pension
- Medical
- Phone Allowance
Skills Required
- Bachelor's degree in Business Administration, Marketing, Communications, Customer Experience, or related discipline
- At least seven years of experience in customer service, customer experience, or contact-centre operations
- A minimum of three years' experience in a managerial or team-leadership position
- Previous experience within technology, telecommunications, financial technology, e-commerce, or another service-driven industry
- Professional training in customer experience, service management, or contact-centre operations
- Master's degree or relevant professional certification
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The Company
What We Do
EM People & Culture Advisory specializes in delivering innovative, tailored HR solutions that transform how organizations manage, support, and grow their people, focusing on attracting talent and building compliant, engaged, and productive workplaces.
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