Customer Experience Manager

Job Description

Identify and resolve pain points in the customer journey, proactively implementing solutions to reduce friction.

Customer Advocacy & Escalation Management :

Act as a customer advocate, representing customer needs and priorities in internal meetings and decision-making.

Handle escalated issues, ensuring timely resolution and effective communication with customers.

Develop a structured escalation management process that ensures issues are resolved promptly and prevent recurrence.

Metrics & Reporting :

Track key performance indicators (KPIs) related to customer satisfaction, response times, resolution times, and other metrics.

Provide regular reports to senior management, highlighting trends, insights, and recommendations for improvement.

Set and monitor customer service goals to ensure continuous improvement.