Lead - Customer Experience

As a Lead Customer Experience, you will optimize customer interactions, lead a team, drive engagement, and enhance satisfaction through strategic initiatives and continuous process improvements.

Roles & Responsibilities :

Strategy Development:

Develop and implement strategies to optimize the end-to-end customer experience.

Collaborate with cross-functional teams to align customer experience initiatives with company goals. Stay updated on industry trends and best practices to continuously improve our approach to customer experience.

Team Leadership:

Lead and mentor a team of customer experience representatives, ensuring they have the necessary skills and resources to deliver exceptional service.

Set performance targets and provide regular feedback and coaching to team members. Foster a positive and supportive team culture focused on customer satisfaction and continuous improvement.

Customer Engagement:

Oversee the design and execution of customer engagement programs to increase loyalty and retention.Monitor customer feedback and implement strategies to address issues and enhance satisfaction.Identify opportunities for upselling and cross-selling based on customer insights.

Process Improvement:

Analyze customer journey metrics and identify areas for improvement. Work closely with internal stakeholders to streamline processes and eliminate pain points in the customer experience. Implement tools and technologies to enhance efficiency and effectiveness in delivering customer support.

Quality Assurance:

Establish quality standards for customer interactions and ensure they are consistently met. Conduct regular audits and evaluations of customer support activities to identify areas for improvement. Provide training and resources to ensure that team members adhere to quality standards and best practices.

Customer Advocacy:

Serve as the voice of the customer within the organization, advocating for their needs and preferences. Collaborate with product development and marketing teams to incorporate customer feedback into product enhancements and marketing strategies. Build strong relationships with key customers and gather insights to inform business decisions.

Who are we looking for

Education:

Graduate in any field.

Experience:

12 + years of experience in a customer experience or customer service leadership role

Skills:

Strong leadership and team management skills, with the ability to motivate and inspire others .Excellent communication and interpersonal skills, with the ability to interact effectively with customers and internal stakeholders. Analytical mindset with the ability to interpret data and make data-driven decisions. Strong problem-solving skills and a proactive approach to addressing customer needs and issues. Knowledge of customer experience best practices and emerging trends. Proficiency in customer relationship management