Manager (Customer Experience & Satisfaction Management)

Job Context:

We are seeking an experienced and passionate Customer Experience & Satisfaction Management Manager who has worked with leading world-reputed companies, global brands. The ideal candidate will be responsible for developing and implementing strategies to enhance customer satisfaction, loyalty, and overall experience with our brand. This role requires a strong focus on customer insights, process improvement, and cross-functional collaboration to ensure a seamless and delightful customer journey.

Job Responsibilities:

Develop and execute customer experience strategies to enhance satisfaction and loyalty.

Design effective service strategies and offerings.

Optimize and implement customer journey mapping to enhance overall customer experience and satisfaction.

Develop operations and service features that support a highly refined service model.

Gain a deeper understanding of how to serve your customer base.

Respond nimbly to market shifts and emerging competition.

Ensure consistent, high-quality service delivery.

Improve the culture of service execution in your organization.

Create an environment that enables employees and customers to thrive.

Communicate your organization's strategic service mission.

Leverage technology to create and enhance service offerings and improve delivery.

Monitor and report on key performance indicators (KPIS) related to customer satisfaction and experience.

Train and mentor customer service staff to uphold company values and deliver exceptional service.

Handle escalated customer complaints and resolve issues effectively and efficiently.

Conduct regular customer satisfaction surveys and feedback sessions to gather insights and drive improvements.

Stay updated on industry trends and best practices in customer experience management.