Customer Experience Manager

Full-time other-general

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 organisations 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. ...