Customer Experience Manager

Job Description

Overlook the performance analysis, optimization, and process improvement suggestions for customer experience.

Use project management tools to track progress, escalate issues, and report on key performance indicators (KPIs) to the country leadership.

Help identify areas for operational improvement, applying best practices to enhance customer experiences and streamline internal processes.

Own the implementation of service functions to address customer pain points across the pre, live, and post-delivery stages, ensuring a stellar experience.

Collaborate closely with cross-functional teams to drive customer touchpoint feedback analysis, organizing and recommending process improvements to enhance customer experience.

Manage internal stakeholders to set expectations and influence decisions

Work with the Shared Service Centre to implement regional and global best practices for customer experience management.

Work with product rollout teams to ensure seamless rollouts of new vendor products

Monitor and identify potential forces that impact customer satisfaction, actively working to leverage positive factors and mitigate negative ones.

Qualifications

4+ years of experience in analytical roles, particularly in customer experience, support and operations management.

Hands-on experience delivering projects

Ability to analyse data and use insights to drive decision-making and process improvement

Proficiency in Excel and Google Workspace