We are seeking a strategic and passionate Customer Experience Manager (CXM) to lead initiatives that elevate customer satisfaction, loyalty, and engagement. The ideal candidate will be a dynamic leader with a strong background in customer service operations, data analysis, and cross-functional collaboration. This role is pivotal in shaping and executing customer experience strategies that drive business growth and brand advocacy.
Key Responsibilities:
1. Customer Experience Strategy Development
- Design and implement customer journey strategies across all touchpoints.
- Ensure consistent, personalized experiences using CXM and CRM tools.
2. Customer Feedback Analysis
- Collect and interpret customer feedback via surveys, NPS, and direct interactions.
- Identify trends and pain points to inform strategic improvements.
3. Cross-Functional Collaboration
- Oversee and lead the marketing, sales, product development, and operations to align customer insights with business goals.
- Advocate for customer-centric decision-making across departments.
4. Team Leadership & Development
- Lead, coach, and develop a high-performing customer experience team.
- Foster a culture of empathy, accountability, and continuous improvement.
5. Training & Enablement
- Lead the development and delivery of targeted training sessions aimed at improving customer service, communication, and selling capabilities throughout the organization.
- Empower frontline teams with tools and knowledge to enhance customer interactions.
6. Customer Retention & Outreach
- Develop and implement customer retention strategies to increase loyalty and reduce churn.
- Design and execute outreach campaigns to re-engage inactive clients and attract new prospects.
- Organize webinars, check-ins, and follow-ups to maintain strong client relationships.
7. Customer Satisfaction Monitoring
- Track and report on KPIs such as CSAT, NPS, and customer retention.
- Use data to proactively address issues and optimize processes.
8. Innovation & Continuous Improvement
- Identify opportunities for innovation in customer engagement and support.
- Pilot and scale new initiatives that enhance the customer journey.
Qualifications:
- A Bachelor’s degree in Business Administration, Marketing, or a related field is preferred but not required.
- 3–5 years of experience in customer service or experience management roles.
- Proven track record of improving customer satisfaction and loyalty.
- Strong leadership and team-building skills.
- Proficiency in CXM platforms, CRM systems (e.g., Salesforce, Zendesk) and excel.
- Excellent communication, interpersonal, and problem-solving abilities.
- Analytical mindset with experience in journey mapping and process optimization.
- Ability to thrive in a fast-paced, dynamic environment.
Preferred Attributes:
- Passion for customer advocacy and experience innovation.
- Strategic thinker with a hands-on approach.
- Comfortable presenting insights and recommendations to senior leadership.
- Enthusiastic about balancing professional excellence with personal interests.
Pay Range: $55,000 to $85,000
