As a Customer Experience Manager, you’ll showcase your expertise in CX designing and management, more specifically you’ll get to:
- Champion opportunities to consistently Improve the entity experience
- Drive customer retention, reduce churn, and increase customer satisfaction
- Map the customer journey and identify opportunities to proactively intervene on the client’s behalf
- Guide team in effective client issues resolution and handle any escalations
- Develop listening points in the customer journey, define segmentation of customer base and varying strategies, and identify opportunities for continuous improvement
- Test new strategies for driving customer value
- Continually review and evolve the collection of processes, oversee and organize every interaction between the customer and the organization throughout the lifecycle
Requirements and Skills:
- Proven working experience as a Customer Experience background.
- Experience in customer support is a plus
- Market knowledge
- Communication and negotiation skills
- Ability to build rapport
- BSc/BA in business administration, or relevant field